Overview

 

*Title: Mandarin/Cantonese CS*

 

✅Project: Customer Service Voice Team( Taiwan and Hong kong Market)

✅FUNCTION : Live Operations

✅REPORTS to : Team Leader, Customer Service

✅Joining date: 17-Feb-25(Taiwan Market), 24-Feb-25(Hong kong market)

✅Headcount: 15 hc for Taiwan/ 15 hc for Hong kong

📌Location: KL Sentral Malaysia.

✅Salary: RM3500(Hong kong), RM 3000( Taiwan market) plus up to 500 shift allowance & 300 kpi

✅Shift: 24/7 Rotational shift

✅Note: At least an SPM holder

✅Work set up: Work from home policy – Employees with good performance may work from home after onboard 3 to 6 months.

Double pay for public holidays.

 

 

*ROLE POSITIONING AND OBJECTIVES:*

 

• Service Executive (SE) is responsible for answering incoming transactions, solving order related problems and providing quality service that exceeds customer’s expectation via chats.

• An SE is required to represent the organisation appropriately to all customers and partners.

 

*RESPONSIBILITIES* :

• Assist customer issues via chat with excellent quality customer service.

• Coordinate between customers/vendors/riders and other teams to identify and troubleshoot daily operational issues swiftly and effectively.

• Listen attentively to customer needs/concerns and demonstrate empathy while maximising opportunity to build rapport with the customer.

• Perform proactive follow up with other support team members to ensure efficient resolution to customer requests.

• Develop excellent product knowledge to enhance customers’ experience and support.

• Adhere to the quality process set to ensure that we are providing accurate and timely service to the customers.

• Handle complaints, and provide appropriate solutions and alternatives within the allocated time.

• Grow as part of Live Operations in line with our client values and COE principles.

• Work on personal and team goals as part of a dynamic team in a fast paced environment.

 

 

*ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.*

• Fresh graduates are welcomed.

• With at least 1 year working experience in customer service field.

• Must possess customer-centric commitment

• Ability to maintain composure in a multitasking, high energy environment.

• Detail-oriented

• Preferably with strong computer navigation skills

Familiarity with Google Suite.

• Must be able to work on rotational shifts including night shift (Public Holidays & Weekends)

• Typing speed of at least 40 wpm with 95% accuracy

 

 

Assessments:

Typing test (Chinese Traditional) – Minimum 40WPM.

 

Typing Test Traditional-Mandarin

https://10fastfingers.com/typing-test/traditional-chinese