Customer Service Representative

Customer Service Representative

Responsibilities

• Dealing with customers either by telephone, e-mails, webchat, fax, letter or other media within define SLA & quality standards
• Keeping records of customer interactions and contacts
• Researching required information using available resources
• Communication and coordination with all team members, internal departments and local offices
• Following-up on customer inquiries not immediately resolved
• Identifying and escalating priority issues
• Recommending processes improvements

Additional: Division of work in percentage (please note that this is subject to change depending on business):

• Customer Service - 100%

Main KPI's

• Maintaining the assigned work shift hours
• Providing customers with correct and complete information
• Ensuring KPIs and SLAs are maintained
• Ensuring the contact logging software is correctly used to allow reports and analysis

Competencies

• Knowledge of MS office
• Good keyboard skills
• English and Chinese language knowledge - advanced/ C1; written and verbal

Preferable skills and competencies

• Strong communication skills - verbal and written (pleasant style)
• Problem analysis and problem-solving
• Attention to details and accuracy
• Customer service orientation
• Organizational skills
• Team work
• Stress tolerance

Qualifications and education requirements

• High school diploma or general education degree experience
• Experience in Customer Service