Customer Support (Cantonese)

Job Overview: We are seeking a bilingual (Cantonese and English) Customer Support Representative to handle both voice and non-voice interactions. This role requires a professional with strong communication skills, patience, and problem-solving abilities. The ideal candidate will be able to respond to customer inquiries, resolve issues, and provide top-notch service in both Cantonese and English, across various communication channels, including phone, email, and chat. Key Responsibilities: • Voice Support: o Respond to inbound customer calls in a professional and friendly manner, addressing inquiries, complaints, and technical issues. o Provide clear, accurate, and timely information regarding products and services in both Cantonese and English. o Assist customers in troubleshooting problems and guiding them through solutions over the phone. o Maintain a high level of service excellence on all calls. • Non-Voice Support: o Handle customer support requests via email, live chat, and other digital channels, ensuring prompt and accurate responses. o Maintain thorough documentation of customer interactions and resolutions in both Cantonese and English. o Collaborate with other departments (e.g., technical, sales, or billing teams) to address complex customer issues. • Issue Resolution: o Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction. o Identify recurring issues and collaborate with the appropriate teams to suggest improvements. • Multitasking and Efficiency: o Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising the quality of service. o Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution. • Knowledge Management: o Stay up to date with the company’s products, services, and policies. o Provide accurate feedback to management on common customer issues or areas for improvement. Requirements: • Language Proficiency: o Fluent in both Cantonese and English (written and spoken), with the ability to communicate clearly and professionally in both languages. • Experience: o Previous experience in customer support or a related field is preferred but not required. o Experience handling both voice and non-voice customer interactions (calls, chats, emails) is a plus. • Skills: o Strong communication and active listening skills. o Excellent problem-solving abilities and attention to detail. o Ability to work efficiently under pressure and in a fast-paced environment. o Ability to multitask and manage time effectively. o Empathy and patience when dealing with customer concerns. • Technical Skills: o Familiarity with customer support software (e.g., CRM, chat tools, etc.) is a plus o Basic knowledge of troubleshooting and technical support is advantageous. • Working Hours: o Flexibility to work in shifts, including evenings, weekends, and holidays if required.