Overview

Position Objective:
The Customer Service Agent is responsible for keeping constant communication for client service
requests, incidents, new features and any other related customer assistance required within their
infrastructure and systems.

Major Responsibilities:
• Handle inbound requests from customer regarding enquiry, complaints via telephone, email, live
chat or other available channels.
• Document Customer Support inquiries through the official ticket system. Keeping up-to-date on
records of customer interactions.
• Provide accurate, valid and complete information through the right methods
• Manage customer’s expectations and handle customer complaints by provide appropriate solution
with proper follow up.
• Liaise with appropriate departments (Support, Account Managers, Development) to resolve
issues brought up by customers.
• Support Team Leader and Managers to continuously review processes, identify and resolve
service gaps through constructive feedback for better efficiency.
• Communicates scheduled maintenance operations over production environments, updating the
customer of status as per SLA.
• Follows up the resolution of escalated incidents and requests, working with other departments to
keep the customer updated.
• Communicates with Customers and Account Managers to ensure their needs are covered.
• Commits to the department’s mission, vision, value and yearly objectives.

Qualifications:
• Excellent customer service skills.
• Strong verbal and written communication and interpersonal skills.
• Ability to accept constructive criticism to constantly improve technical and soft skills.
• Fresh graduates/Entry level applicants are encouraged to apply.
• Experience in Customer Service/Call Centre would be an added advantage
• Required computer skills: Microsoft Office Applications (Excel, Word, PowerPoint, Etc.)
• Required typing skills (Chinese characters): above 70 words in one minute
• Willing to work on rotational shift: Morning, Afternoon (5 days a week).
• Advanced verbal and written English skills is required.
• Advanced verbal and written Mandarin skills is required.
• Advanced verbal and written Cantonese is a plus.

Education and/or Experience:
Candidate must possess at least Secondary School/SPM/”O” Level in any field.

Tagged as: ,