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Responsibilities
- Provide professional assistance to our customers to get the best use of our products and services as well as smooth operations.
- Guide customers through the use of application including conducting remote troubleshooting.
- Respond to and resolve customer enquiries including clarifying customer complaints, proposing and explaining solutions, expedite correction and following up to ensure resolution and customer satisfaction.
- Record issues and solutions in logs.
- Escalate unresolved issues to person-in-charge for review and action.
- Follow up with customers to ensure their systems are functional.
- Report customer feedback and potential product requests.
- Continuously and proactively improve on knowledge of products and services offered by PracBiz.
- Compliant to company’s standards and policies as well as regulatory guidelines.
- Undertake duties and assignments assigned by the management as required.
- Customer-oriented attitude.
- Self motivated, confident & innovative, resourceful and results oriented.
- Prior working experience as Customer Support Executive, Customer Support Specialist, or Customer Service Executive is preferred.
- Outbound call centre experience is an added advantage.
- Excellent communication skills.
- Excellent problem solving skills, ability to perform remote troubleshooting and provide clear instructions.
- Excellent written and oral communication skills in English. Other language skills are an added advantage.
- Hands-on experience with Microsoft Office applications including Excel, Word and Powerpoint.
- Great team player.
- Possess at least a Bachelor's Degree in Computer Science or relevant fields. Fresh graduates with relevant internship experience can be considered.