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George Town

    Customer Service Advisor - George Town, Malaysia - Agensi Pekerjaan Great Pyramid Sdn Bhd

    Agensi Pekerjaan Great Pyramid Sdn Bhd
    Agensi Pekerjaan Great Pyramid Sdn Bhd George Town, Malaysia

    3 days ago

    Default job background
    Description

    Overview

    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, delivery
    information, payment information, product pre-orders, product pre-screening calls (where
    applicable), and general Customer inquiries.

    Qualifications

    Education background:
    Bachelors 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 Clients 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 Clients call quality reports, call audits, and customer satisfaction
      survey scores;
    • Ensuring innovation and quality in all Customer interactions as measured by Clients call quality
      reports and customer satisfaction survey;
    • Capturing all required data elements in Clients internal Online Store and other systems of
      record as required by the Client's training and operational procedures;
    • Maintaining a general awareness of Clients 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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