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Customer Service Advisor

4 months ago

George Town, Malaysia Mango Global Technologies Full time

**Responsibilities**

**Customer Service Focus**:

- Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
- Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
- Obsesses over the customer experience and constantly strives to exceed their expectations
- **Able to communicate clearly and effectively, both written and verbal in English AND Cantonese (Mandarin also can)**:

- Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues
- Approaches problems flexibly and is able to adapt and modify approach without
- compromising outcome
- Providing a high caliber Customer interaction as measured by Client’s call quality reports, call audits, and customer satisfaction survey;
- Presenting to the public a strong working expertise in all Client Supported Products (now and in the future) as measured by Client’s call quality reports, call audits, and customer satisfaction survey scores;
- Ensuring innovation and quality in all Customer interactions as measured by Client’s call quality reports and customer satisfaction survey;
- Capturing all required data elements in Client’s internal Online Store and other systems of record as required by the Client's training and operational procedures;
- Maintaining a general awareness of Client’s strengths in the industry; and
- Assisting Customers by answering queries relating to their order status, changes and delivery time frames.

**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.

**Technical Knowledge and Expertise**:

- Professional and/or personal technical troubleshooting experience
- Mobile Operating System, Smartphone, Tablet, PC or laptop experience
- Deep curiosity for understanding technology, passion for learning more and sharing
- knowledge with others
- Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
- Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time

**Salary**: RM2,800.00 - RM4,400.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Supplemental pay types:

- Overtime pay
- Performance bonus
- Signing bonus

Application Question(s):

- Are you ok with rotational shift

**Education**:

- STM/STPM (preferred)

**Experience**:

- Customer Care Specialist: 1 year (preferred)

**Language**:

- Mandarin (preferred)
- Cantonese (preferred)