Customer Service Analyst
2 weeks ago
**Role**:Customer Service Analyst
**Timings**:Rotational Shifts (Permanent)
**Industry**:Telecom / ISP
**Work Mode**:Work from office
**Functional Area**:ITES / BPO / Customer Service
**Process**:Voice
Key Skills: Microsoft Office typing skills Proficient in the Mandarin language Must be fluent in speaking both Mandarin and English Proficient in English Proficient in Microsoft Office
- George Town ,Penang
- Qualifications
- Education background:
- Bachelor’s Degree or at least Diploma or equivalent in any discipline.
- Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)
- Work experience:
- Minimum of 6 months work experience in customer support in any industry.
- Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
- Call centre experience is not a ‘must’ but would be a distinct advantage.
- Required Interpersonal Skills:
- Customer Service orientation.
- Customer Results/Solutions focussed.
- Customer Expectations Management.
- Active Listening Skills.
- Ability to handle queries and objections in a professional manner.
- Passionate about communication and interacting with people is key to success in this role.
- Able to receive continuous feedback and work in a fast-paced working environment.
- Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement.
- Emotional intelligence and ability to stay calm when customers are stressed or annoyed.
- Good reasoning and analytical skills.
- Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations.
- Must be able to speak, read and write in Mandarin
- Technical Skills:
- Minimum typing speed of 40wpm with a 90% accuracy score.
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office
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