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George Town

    Customer Service Advisor - Penang, Malaysia - Innovatz Global LLC

    Innovatz Global LLC
    Innovatz Global LLC Penang, Malaysia

    3 days ago

    Default job background
    Full time Customer Service / Support
    Description

    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 sharing
    knowledge with others
    Uses analytical skills to isolate and resolve complex technical issues through appropriate
    troubleshooting methodology
    Confident navigating through multiple systems and tools to research, comprehend and deliver
    solutions to customer in real time

    Resilience :
    Able to self manage and work independently in a fast-paced and highly-demanding
    environment
    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 under
    pressure
    Self-awareness to identify, address and manage navigating through challenges associated
    with 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 under
    pressure

    Responsibilities

    Customer Service Focus :
    Experience in customer facing environments (phone, chat, in person, etc.) interaction in some
    capacity (can include volunteer work, or project work while in school)
    Demonstrates passion for customer service, ownership of the customer experience and
    determination 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 and
    non-verbal cues
    Approaches problems flexibly and is able to adapt and modify approach without
    compromising outcome
    Providing a high caliber Customer interaction as measured by Client's call quality reports, call
    audits, and customer satisfaction survey;
    Presenting to the public a strong working expertise in all Client Supported Products (now and
    in the future) as measured by Client's call quality reports, call audits, and customer satisfaction
    survey scores;
    Ensuring innovation and quality in all Customer interactions as measured by Client's call quality
    reports and customer satisfaction survey;
    Capturing all required data elements in Client's internal Online Store and other systems of
    record 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 delivery
    timeframes.


    Learning Aptitude :

    Thrives in a team environment:
    able to seek and provide expertise, challenge productively and
    help others succeed
    Energy and excitement to master current role, eager for challenges to grow within it and drive
    to 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 and
    balance 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
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