Customer Service

1 week ago

Bangsar, Malaysia ManpowerGroup Full time

Speak and write Chinese + English

Intermediate to Advanced Excel (pivot tables, v-lookups, formulas) & expert in data assimilation and analysis

Location:
Bangsar

Working hour 9am - 6pm (Mon - Fri)

Specific responsibilities:

  • Engage customer, understand their needs, and translate this need to work required, and set proper expectations about delivery time.
  • Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into work required (serviceidentification)
  • Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated requested to the true needs, distinguishing between relevant & irrelevant information; adhere to business and compliance rules and professionally say no to requests that violate those policies.
  • Utilize proactive approach as indicated in model, looking beyond the case to wider customer account activity and support needs.
  • Focus on Business Outcomes and Customer Experience impacting metrics; maintain acceptable level of performance as measured via agent certification standards.
  • Maintain ownership and accountability of requests; leverage support from Customer Service resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team
- with agents across the globe to solve problems.

  • Collaborate with crossfunctional partners,, and vendor representatives along with other resources in support of successful customer outcomes.
  • Identify issues, carry out (RCA) Root Cause Analysis on cases that don't meet expectations and implement process fix (in conjunction with Process Owners) to prevent future occurrences.
  • Proactively share tacit knowledge gained through customer interactions via KM contribution approach so that knowledge can be leveraged by entire team.
  • Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with staff.
  • Leads should have a proactive focus on the backlog management and communicate updates frequently. Lead
- should also be responsible to provide solutions to enable automation. Need to articulate and communicate the
- problem statement and RCA effectively. Share weekly business metrics.

  • Lead should be responsible for the training/coaching of agents based on the feedback, trouble shooting of the
- escalation of cases, closed loop process, working with team on process and documentation needs. Lead is
- expected to put an action plan for scenarios like metrics or agents not meeting expectations (SLAs, backlog, CXSAT,
- following process)

  • Exceptional communication skills including rapport building, use of customer centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers' needs.
  • Excellent business English comprehension and communication skills, including ability to conduct professional phone conversation in business English.
  • Advanced Proficiency level in written English for business communication
  • Advanced Transactional skills
  • Excellent verbal and written business communication skills in any other contracted language, where applicable
  • Ability to handle difficult situations, diffuse customer conflict by showing empathy; properly enforcing business rules that must be followed and offering alternative solutions where appropriate.
  • Quick learner who easily applies problemsolving, critical thinking, analysis skills and troubleshooting
  • Flexible and adaptable to adjust as the business evolves; able to implement changes quickly and effectively.
  • Detailoriented with ability to process complex transactions.
  • Self motivated and drive to succeed with natural curiosity, initiative, and tenacity to drive issues to closure.
  • Ability to engage and facilitate activities of others, follow up to understand status and help to coursecorrect to meet expected delivery date.
  • Excellent time management skills, ability to juggle multiple tasks while maintaining composure.
- based

  • Intermediate MS Office skills, Intermediate to Advanced Excel (pivot tables, vlookups, formulas) & expert in data assimilation and analysis

Expected years of experience

  • Customer facing/interaction experience.
  • Soft collections, Logistic background is an advantage.
  • Confident and clear in communication
  • Must have result oriented.
  • Expected Educational Qualifications
  • Graduate in any stream preferred

Salary:
RM3, RM4,000.00 per month

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Commission pay

Education:

  • Bachelor's (preferred)

Experience:

  • Customer service: 1 year (required)

Language:

  • Mandarin (preferred)
  • Chinese (preferred)

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