Customer Service Telco Local Mandarin

7 months ago


Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Lead Manager

**Timings**:Day Shift (Permanent)

**Industry**:IT-Software / Software Services

**Work Mode**:Work from office

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

**Process**:Non-Voice

Key Skills: Mandarin Proficient in the Mandarin language Must be fluent in speaking both Mandarin and English- Local Mandarin, Indian,
- Minimum 1 year of experience in Customer Service in Telco projects
- Experience in Telco industry and serving the Singapore market is an added advantage

**Responsibilities**: As a Customer Experience Professional at Concentrix, you will be responsible for delivering exceptional customer service and ensuring an outstanding experience for our customers across all touchpoints. Your main duties will include:

- **Providing Exceptional Customer Service**:

- Be the primary point of contact for customers, addressing inquiries, complaints, and feedback with empathy, patience, and professionalism.
- **Understanding Customer Needs**:

- Understand unique customer needs and provide tailored solutions, anticipating customer needs and proactively offering solutions.
- **Improving Customer Experience**:

- Work closely with cross-functional teams to improve overall customer experience by identifying pain points and implementing strategies for improvement.
- **Ensuring Customer Satisfaction**:

- Measure customer satisfaction and analyze feedback to improve products and services, ensuring customer happiness.
- **Collaborating with Cross-Functional Teams**:

- Collaborate with marketing, sales, and product development teams to ensure a seamless customer experience, providing customer insights to inform decision-making.

**Qualifications**:

- Education: Diploma holder or higher preferred.
- Minimum 1 year of relevant working experience in a voice channel in customer service.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Familiarity with customer experience software and tools.
- Passion for customer service and continuous improvement.

**Additional Requirements**:

- Computer skills: Proficiency in Microsoft Office and the ability to learn new software quickly.
- Time management skills: Strong ability to manage multiple customer inquiries simultaneously.
- Availability: Flexibility to work evenings, weekends, and holidays.
- Sales skills: Some representatives may be required to upsell or cross-sell products and services.
- Training: Concentrix provides training for its customer service representatives.



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