Canon Level 1 - Customer Service Executive (Mandarin Speaker)

RM 3,200 - RM 3,200 / month

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Inbound & Outbound Calls

Liaise with Business Unit on status of service request
Filter calls that do not need engineer on site and perform FCR
Dispatch Engineer on-site for hardware related issues
Filter call base on product and require different assistance such as software help and to transfer to the department in charge
Handle calls from Sales & Main Line
Enquiries on Paper, Toner, Staples and others
Handle Product, Sales & Promotion enquiries on Printers, Cameras, Scanners, Projectors and other products
Enquiries on eShop Web Portal online purchase and delivery matters
Enquiries on indoor service repair status and related matters
Enquiries on gift redemptions
Enquiries on training related matters
Assisting customer to registering product warranty online
Receive enquiries on consumable
Process consumable orders
Help customers with basic ‘how to’ guides
Other administrative matters

Administrative task

Any assignment as assigned by the immediate superior or HOD
Assist Service Mailbox enquiries and replies
Handle Inbound & Outbound Calls for Main Line and Operator queue
Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries
Send 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 in a timely manner
Ensure all SLA’s are met appropriately
Maintain high level of customer satisfaction whilst maintain a professional manner
Be familiar with all policy, processes, and product knowledge and escalation paths
Remain polite, patient and courteous with customer throughout the experience
Ensure the end to end experience for all customers is at a high level of customer satisfaction