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Customer Service Representative Cantonese Speakers (Kuala Lumpur)

Job Functions:

• Answers incoming calls, faxes, postal mail and emails relating to the program supported
• Provides information about the programs supported to enable customers to access the programs and the associated benefits
• Identifies customer requirements and ensures they are answered or routed through the appropriate support area
• Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be confirmed
• Ensures that activities and tasks required are performed and or documented in Microsoft tools where provided
• Follows correct processes and procedures for changes in Microsoft supplied tools as required
• Performs all procedures accurately, including following Microsoft documented call flows, work processes, data entry requirements, and complaint management processes.
• Provide call backs and or call downs to subscribers and partners as required
• Demonstrates a strong customer service orientation and takes responsibility to ensure customers are satisfied.

Minimum Requirements At Hire:
• Excellent written and verbal communication skills in: English & Mandarin/Cantonese
• Minimum 1 year experience in a call center environment
• Demonstrates problem solving skills: linear & logical trouble shooting
• Demonstrates ability to make good judgments and decision making

Please note that the candidate will need to sit for the minimum required assessments:

• English multiple choice test
• English & Mandarin written test
• Technical test (multiple choice)
• Typing test (assess typing speed)

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