Bilingual Customer Service Representative
Location: Kuala Lumpur
Responsibilities:
Make and receive contacts via telephone, email and chat for assigned accounts
Use advanced call structures and techniques
Investigate reasons for non-payment/return
Negotiates resolution
Verify return/payment terms, funding sources and process condition
Respond to billing disputes, requests for refunds, tax exemptions and logistic etc
Manages a portfolio of accounts to promote efficiency within standards
Utilize concise notes/updates in corporate/client databases
Research cases to find viable contact sources when information provided is not current
Build business cases to support payment/return/write-off decisions
Track daily metrics and performance to attain required goals
Demonstrate behaviours reflecting our policies
Maintain a positive customer relationship
Exceed standards expressed by the client
Our ideal candidate will possess the following:
Native or fluent speaker of one or more of the following languages above: Malay & English
Proficiency in MS Word and Excel
Ability to build rapport, ask questions, listen and redirect the conversations
Ability to overcome objections, analyze responses and negotiate resolutions
Work independently and as part of a team to achieve required metrics and
standards
Solid time management skills
Knowledge in customer service, accounts receivable, invoicing, collection and/or finance
Ability to adapt to new business opportunities, challenges and client demands
Excellent verbal and written communication skills
Ability to learn and grow with our organization
Computer, broadband connection and quiet working environment
Email your resume to [email protected] or Click on 'Apply Now'