Customer Service Analyst

4 weeks ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Customer Service Analyst

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Voice

Key Skills: CRM (Customer relationship Management) Customer Relations Customer Service gaming
- Salary : Mandarin : MYR 4k

2 years in CS experience
- Request to have their User ID to check the level
- The Customer Service Advisor interfaces with customers via inbound calls, outbound calls, or through the
- Internet depending upon client requirements. This position provides customer service support and
- resolution of routine problems regarding client's product or services. It is for China and Taiwan market.
- Essential Functions/Core Responsibilities:
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Clarify customer requirements; probe for understanding, use decision-support tools and

resources to appropriately provide resolution to the customer.- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing

opportunity to build rapport with the customer.- Greet customers in a courteous, friendly, and professional manner using agreed upon

procedures.- Maintain basic knowledge of client products and/or services.
- Prepare complete and accurate work including appropriately notating accounts as required.
- Participate in activities designed to improve customer satisfaction and business performance.
- Offer additional products and/or services.
- Track, document and retrieve information in call tracking database.
- Respond to customer inquiries by referring them to published materials, secondary sources or

more senior staff.-
- High school diploma with 1 year of customer service and Gaming experience (Hoyoverse).
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally in Mandarin
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently.
- Demonstrate patience in all customer contact situations, including maintaining a pleasant and

professional tone and manner.- Ability to rotate shifts, as needed.
- Based on location and/or program, additional experience/skills may be required

Job requirements may vary by country and will not contravene any local laws.

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