Canon L1Customer Service Executive(Mandarin Speaker)

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