Full time
Customer Service / Support
Description
Job Description
- Engage with consumers across a range of channels (including but not necessarily limited to voice, email, chat, and social) using the provided tools.
- Establish and maintain rapport with consumers using an appropriate tone of voice.
- Answer consumer questions and resolve consumer issues in line with relevant procedures and policies.
- Accurately capture all necessary information from consumers to ensure meaningful data and reporting.
- Highlight critical, escalating, or trending issues to the respective supervisor/lead.
- Maintain confidentiality of consumer information and client's business.
- Complete all given tasks within an appropriate time and consistent with service level commitments.
- Comply with Sutherland rules and regulations.
Job Requirements
- Fluent in both Mandarin and English languages
- Diploma or Degree in any major
- Minimum of 1 year Customer Service experience in BPO
- Experience providing multi-channel support preferred (phone, chat, email, web, social media etc.)
- Passionate about products and understands the emotional connection that some consumers have with our brands.
- Team player willing to help others and share learnings.
- Analytical thinking to support issue diagnosis and resolution.
- Well-developed ability to exercise judgement, risk assess issues and evaluate impact.
