Global Support Executive (Russian Language)

Attending to Russian Speaking Customers • Investigate customer's problems and find solutions • Communicate with customers in Russian Language via phone, email, or letter, when required. • Handle major incidents that cannot be resolved by agents. Resolves enquiries/problems especially those requiring special care and attention. • Keep abreast of current and new company policies & procedures, compensation plan and services. • Able to read and write in Russian Language to analyse data and produce reports. • To ensure customers’ queries are answered in a professional and timely manner. • To ensure information provided to customers are clear and accurate. • Monitors the daily workloads of the team members and makes adjustment to ensure adequate coverage and that correct procedures are followed. • Work with management on customer service initiatives. • Report submission & spreadsheets in Russian Language. • Report on all escalations / complaints received. • To ensure that all the SOPs are in place and constantly updates the SOPs. • Identifies system and process workflow improvements to enhance team's efficiency. • Follow up on any escalation from GSEs, IRs, and other department heads. • Ensure team functions are executed professionally, accurately and timely. • Monitoring closely the customer cases to ensure case processed within Service Level Agreement (SLA). Qualifications: • Degree holder in any field. • Professional Spoken Russian Language is mandatory. Requirements: • Minimum 3 years customer services experience or call centre. • Russian speaker is mandatory requirement - ability to read, write and speak.