Service Advisor - Cantonese Speaking

The Service Advisors (SA) will provide customer service support to Client Customers'requests for information related to items including, but not limited to, post order support, deliveryinformation, payment information, product pre-orders, product pre-screening calls (whereapplicable), and general Customer inquiries.Customer Service Focus :

• Experience in customer facing environments (phone, chat, in person, etc.) interaction in somecapacity (can include volunteer work, or project work while in school)
• Demonstrates passion for customer service, ownership of the customer experience anddetermination to deliver a comprehensive resolution
• Obsesses over the customer experience and constantly strives to exceed their expectations
• Able to communicate clearly and effectively, both written and verbal in English AND Cantonese
• Able to effectively tailor communication and style to differing audiences and read verbal andnon-verbal cues
• Approaches problems flexibly and is able to adapt and modify approach withoutcompromising outcome
• Providing a high caliber Customer interaction as measured by Client's call quality reports, callaudits, and customer satisfaction survey;
• Presenting to the public a strong working expertise in all Client Supported Products (now andin the future) as measured by Client's call quality reports, call audits, and customer satisfactionsurvey scores;
• Ensuring innovation and quality in all Customer interactions as measured by Client's call qualityreports and customer satisfaction survey;
• Capturing all required data elements in Client's internal Online Store and other systems ofrecord as required by the Client's training and operational procedures;
• Maintaining a general awareness of Client's strengths in the industry; and
• Assisting Customers by answering queries relating to their order status, changes and deliverytimeframes.

  Learning Aptitude :

  • Thrives in a team environment: able to seek and provide expertise, challenge productively andhelp others succeed
  • Energy and excitement to master current role, eager for challenges to grow within IT and driveto develop skills in the organization
  • Stays curious and inquisitive in the pursuit of professional excellence
  • Effective time management strategy including ability to multi-task, prioritize, organize andbalance workload

    Advisors in a Tier 2 role typically exhibit these additional attributes.

    • Deep Technical Proficiency
    • Consistently Follow Work Schedule
    • Adherence to Customer Commitments
    • Composure Under Pressure
    • Relationship Repair with Others
    • Navigating Different Communication Styles
    • Effective Utilization of Resources
    • Advanced Issue Isolation Skills
    • Critical Thinking
    • Organization Skills
    • Process Improvement
    • Collaboration Skills
    • Seeking Expertise from Peers
    • Share Best Practices with Peers

Education background:

• Bachelor's Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)Work experience:
• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
• Call centre experience is not a 'must' but would be a distinct advantage.Technical Knowledge and Expertise :
  • Professional and/or personal technical troubleshooting experience
  • Mobile Operating System, Smartphone, Tablet, PC or laptop experience
  • Deep curiosity for understanding technology, passion for learning more and sharingknowledge with others
  • Uses analytical skills to isolate and resolve complex technical issues through appropriatetroubleshooting methodology
  • Confident navigating through multiple systems and tools to research, comprehend and deliversolutions to customer in real time
  • Able to self manage and work independently in a fast-paced and highly-demandingenvironment
  • Embraces repetition of core job duties, yet eager to take on more responsibility when needed
  • Strong sense of professionalism exhibited by remaining positive, calm and composed underpressure
  • Self-awareness to identify, address and manage navigating through challenges associatedwith the role
  • Remains focused and poised despite criticism and setbacks
  • Eager to receive feedback, embraces coaching and demonstrates changes as a result
  • Strong sense of professionalism exhibited by remaining positive, calm and composed underpressure

Competitive Salary Package

Attractive base salary with performance-based incentives

‍️ Work-Life Balance

5 working days per week (based on project)

Career Growth Opportunities

Internal career advancement and promotion programs

Access to global Teleperformance network

Paid Training & Development

Comprehensive onboarding training

Continuous learning via internal e-learning platforms

Medical & Health Coverage

Panel clinics

Insurance (medical, hospitalization & personal accident)

Multicultural & Inclusive Work Environment

Friendly and diverse team

Exposure to international clients and cultures

Employee Engagement Activities

Virtual and on-site events, competitions, and team-building programs

Recognition Programs

Employee of the Month

Long Service Awards

Special Allowances (project-based)

Language allowance (Mandarin/Cantonese/Thai, etc.)

Night shift allowances

KPI incentives