Canon Level 2 - Customer Service Executive (Mandarin Speaker)

Level 2 support, let’s say level 1 support cannot handle the issue, then you need to handle issue

• Point of contact for system service requests and queries from copier, printers & scanners users
• Ability to multi-task and make decisions quickly based on the customer's needs
• Ability to handle difficult calls in a professional manner
• Respond to requests for technical assistance on system issue by telephone or electronically (email)
• Diagnose and resolve over the phone or electronically of all system related issue on the copier performance and advise users on appropriate actions
• Log service request detailed information as required into the Enterprise System
• Identify and escalate situations requiring urgent attention
• Carry out such other tasks and responsibilities as may be required and assigned which would be based on the changing needs of the organisation consistent with the employee’s skills and abilities
• Provide technical support for product related issues (for domestic market)
• Provide help desk support via telephone/email
• Use problem solving skills and product knowledge to resolve customer’s technical queries in a timely manner
• Record and update customers’ cases into systems for proper tracking
• Provide accurate and understandable information to customer
• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases
• Maintain high level of customer satisfaction whilst providing technical assistance
• Maintain accuracy when logging and/or updating call details in call tracking too.
• Be familiar with all policy, processes, product, technical knowledge and escalation path
• Perform outbound follow up calls to customer within agreed and monitor system alarm
• Remain polite, patient and courteous with customer throughout the service

Job Types: Full-time, Contract, Fresh graduate
Contract length: 24 months

Pay: Up to RM4,000.00 per month

Schedule:

• Day shift
• Rotational shift