Customer Service - Mandarin Speaking
Location: Sunway Geo
Salary: RM2,800
Responsibilities:
Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries, Main Line and Operator queue
Liaise with Business Unit on status of service request
Filter calls based on product and require different assistance such as software help and to transfer to the department in charge
Dispatch Engineer on-site for hardware related issues
Inquiries on Paper, Toner, Staples, and others
Handle Product Sales & Promotion inquiries on Printers, Cameras, Scanners and Projectors
Assisting customers to register product warranty online
Receive inquiries on consumable and print head
Process consumable orders
Help customers with basic how-to guides
Any assignment as assigned by the immediate superior or HOD
Assist Service Mailbox inquiries and replies
Send SMS sales lead to the respective sales team
Raise escalation for the relevant Business Unit for resolution
Accurately record and update customers’ cases into CRM and trackers following appropriate processes
Provide accurate and understandable information to all customers and support partners
Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow-through in all cases
Ensure all follow-ups are done on time
Ensure all SLA’s are met appropriately
Maintain a high level of customer satisfaction whilst maintaining a professional manner
Be familiar with all policy, processes, and product knowledge and escalation paths
Remain polite, patient and courteous with the customer throughout the experience
Ensure the end-to-end experience for all customers is at a high level of customer satisfaction
Minimum Qualifications/skills:
Previous experience in a customer support role
Must possess a clear speaking voice and good verbal communication skills in English, Bahasa Malaysia and Mandarin
Customer oriented mindset
Able to work efficiently in a fast-paced environment
Self-motivated and execution oriented
Preferred Qualifications/skills:
Ability to work on Multi Tasks and should be flexible
Willing and able to work Monday to Saturday - 5 days a week
Willing and able to work in shift till 8pm
Willing and able to work in Sunway Geo
Local Citizen or Permanent Resident (PR)
Send your resume to Brian or Nurul
[email protected]
[email protected]