Ensure KPIs targets (e.g. customer satisfaction index, first call resolution, productivity etc) are met consistently so as to achieve the overall contact centre
Handle and resolve customers’ queries and feedback received via telephone, remote service, email, live chat or other available channels in accordance to our
Quality Assurance guidelines and standards. This includes enquiries pertaining to product, marketing and sales support, product liability, appointment creation to
performing in-depth technical troubleshooting steps.
Obtain customer’s details and ensure all information are accurately and promptly keyed into our customer database for all transactions.
Actively promote and educate customers on the use of remote services, self-help and our digital services and enhance customer satisfaction.
Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
Undertake any other tasks delegated by the Team Leader.
SPM, Diploma in any discipline or equivalent.
Preferably with at least 1 year of working experience in contact centre/ IT Helpdesk environment.
Technical experience in Mobile Devices and/or Consumer Electronics industry would be an advantage.
Good verbal and written communication skills.
Possess a service oriented mindset with excellent telephone etiquette.
Ability to converse well in English and Mandarin to liaise with multi-lingual customers.
Proficient in MS Office applications with excellent keyboard skills.
Able to adapt in a fast-paced and stressful environment.
30 Full-Time position(s) available.