Mandarin Customer Success Specialist
3 days ago
- Must be able to speak, read and write in Mandarin
- Minimum of 6 months work experience in customer support in any industry
- Must be tech savvy and interested in the customer's products and platform features
- Ability to meet sales targets while providing a stellar customer experience
- Strong capability of transitioning support calls to solutioning sales opportunities
- Proven ability to promote and build extraordinary customer rapport
- Multitasking and computer navigation abilities
- Ability to take complete ownership of customer issues and provide top tier service while resolving the issue before ending the call
- Self-driven to achieve targets and deliver superior service
- Answer inbound calls in a timely and friendly manner
- Reply to queries sent through bank's Contact Us inquiry form
- Reach out to customers for information/documents in supporting Request for Information ("RFI") from KYC, AML, risk and operations teams
- Perform call back with customers for transaction confirmations
- Respond to customers' queries and concerns with the aim of achieving first call resolution
- Identify customers' needs, clarify information, evaluate problems raised by the customers, and provide comprehensive answers and appropriate solutions
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Level 1 first point of contact for customer complaints
- Complete call logs and reports, keep records of all conversations in call centre database in a comprehensible way
- Mon-Friday 9am-6pm
- Training Provided
- Medical and Insurance Coverage
- EPF, Socso, EIS and etc.
- Medical Leave
- World Class Training provided (Soft skill, system, SOP and product knowledge)
Fluency in Mandarin Customer Service Technical Knowledge Problem-Solving Adaptability
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