•Very good spoken English & Mandarin language plus communication skills
•Should have clear speech. Be calm & composed
•Reverse Logistics experience will be Add on.
•Problem solving ability and attitude
•CAN DO Attitude
•Very good knowledge of Ms office, excel, word
•Must know excel functions are pivot, v look up and basic formulas
•Typing speed average 25-wpm.
•Accuracy maintained at of 95% And more
- Responsibilities/ Scopes
Client name: CISCO, Concentrix
Customer Service Associate (voice, email, and live chat support)
SPM with CS experience, Diploma or Degree
Mandarin/Cantonese + English
RM 3500 - RM 3800
-Onboard date: 17th Jan 2022
-Making outbound calls to ensure assets under warranty and contract are collected.
-Receiving inbound calls from external & internal customers.
-RMAs must be collected within the required time frame as per ageing.
-Collections to be done with close coordination via email and telephone calls.
-Diligently call and follow up on cases until closure by taking end to end ownership, with in the stipulated period [as per monthly cycle].
-Maintain and update database of customers with complete and accurate information.
-Have clear Understanding of KPIs [Key performance indicators].
-Demonstrate right 1st time behaviour.
-Understand the reasons for return delays and find a solution to resolve the situation.
-Achieve the SLA and KPI targets.
-Weekly meetings to be held with Key Customers (Relationship Accounts) for total pendency.
-Record outbound call history and customers response in detail in the excel sheet.
-Contribute as an active team member to achieve project/program deliverables and individual performance.
-Respond to customer inquiries via phone or emails.
-Provide both verbal & written information in a timely, clear & concise manner.
-Act as a back-up in case of absence of colleague and as per task assigned.
-Work as a buddy to new joiners as and when required.
-Share data/reports/tracking as per requirement.
-Keep self-updated on changes with regards to processes and procedures.
-Meet daily expected productivity numbers and performance.
-Delivery and closure on cases and the expected efficiency numbers.
-Carrier tracking and support ensuring parts are collected through required documentation and processing.
- Working Hours
- Company Size
Total 1 - 9 employees
0 year experience