Customer Service Specialist, Non Voice (Mandarin Speaker)

Full Time, onsite
TDCX (MY) Sdn. Bhd.
Bangsar, Malaysia

RM 3,000 - RM 3,500 / Per Mon

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What is your mission? As a Customer Service Specialist, you will be working with our Travel Platform Account to deliver #happier customer experience. This team will be on the front lines working with our users every day and will partner with our Product team to improve user experience. You are also required to perform these job functions:

Provide friendly and efficient service to the travel community of our client.
Be a first point of contact to handle and resolve customer complaints.
Respond professionally to inbound phone calls, including urgent situations.
Identify and escalate issues appropriately
Compose thoughtful and accurate messages or customize prepared responses to customer emails.
Research information and troubleshoot problems using available resources
Arbitrate in situations between users
Monitor and control numerous concurrent tasks in tandem
Proactively and independently work to meet targets and goals

Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX.

Flawless verbal communication skills in English & Mandarin are essential.
Preferable with 2 year(s) of working experience in the related field is required for this position.
However, fresh graduates are encouraged to apply.
Candidate must possess at least a high school Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.
Must be available for a regular schedule of 40 hours a week, one that spans weekends and holidays as our customers need us
Patience, empathy, and a unique ability to manage stress
Skilled and eloquent in writing
Strong communication and interpersonal skills
Ability to work under pressure and adapt quickly to adverse situations.
Technical aptitude and the ability to pick up new technology quickly
Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
Familiarity with ticketing systems.
Experience with policy work, or help resource project management
Previous, demonstrable experience with creation of online help resources
Early adopter of technology.
Work location : KL Sentral