Customer Service Advisors

5 days ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Customer Service Executive

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

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

**Process**:Voice

Key Skills: Customer Service Indonesian gaming
- **Immediate joiners**

**KL Sentral**

**Rotational shifts**

**Salary**:
MYR: 4k +200 Housing Allowance

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 the client's product or services. It is for the China and Taiwan markets.

**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 the 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 the 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 or skills may be required

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

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