Provide excellent support experience to customers via all relevant communication channels
Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified
Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards
Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
Build sustainable relationships and engage customers by taking the extra mile
Any other duties and responsibilities that may be assigned to you by the management from time to time

Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field
Preferable with 2 years of working experience in the related field is required for this position
However, fresh graduates are encouraged to apply
Possesses strong time management skills and motivated to exceed expectations
Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs
Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette
Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones
Excellent verbal and written communication skills in English and the language of the supporting market

Customer Service Specialist, Mandarin Market

Key skills