Customer Service Officer

Salary undisclosed

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Job Responsibilities:

Attend customers' enquiries on products and services, and offer alternatives solutions to fulfill customer needs, ensuring total customer satisfaction.
To provide technical troubleshooting support to customers on product issues in an effective and efficient manner.
Addressing disciplinary and performance problems according to company policy.
Managing case escalations by assisting team members with more complex enquiries and complaints in accordance with department set procedures in handling customers.
Provides continual evaluation of processes and procedures to improve area operations, efficiency, and service to both internal and external customers.
Responsible for report preparation and presentation, analyses information relating to the work and performance as required.
Undertake other duties assigned by management as and when required (special projects pertaining to the customer service department, etc).
Must demonstrate a high degree of integrity, confidentiality, and always maintain confidentiality of customer information.

Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma, Bachelor’s Degree / Diploma / Professional Degree, Master’s Degree in any field.
Minimum of 6 months experience as a Customer Service / Call Center for a group of Customer Service Associates.
Basic knowledge of Microsoft Office Software.
Coaching and people-development skills through call listening, quality feedback.
Ability to deal with demanding customers and escalations.
Analytical thinking and high problem-solving skills.
Stress tolerance and ability to work in a pressured environment.
Able to work on public holidays and weekends.
Candidates fluent in Mandarin preferred as the role requires candidates to deal with Mandarin speaking superior