Customer Service Advisor

1 week ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Manager -Customer Service

**Timings**:Rotational Shifts (Permanent)

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

**Work Mode**:Hybrid

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

**Process**:Voice

Key Skills: ABAP Computer Computer Games Customer Service Digital Marketing Digital marketing (pull/push) Microsoft Office Vietnamese gaming Fluent in Vietnamese and English
- MYR: 4k +200 Housing Allowance

2 years in CS experience

Gaming level in Genshin Impact/Honkai Stair Rail.
- 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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