Advisor II. Technical Support- Mandarin Speaker CL -11

Concentrix; Kuala Lumpur; On-site; MYR 22,320 - 27,900; Full time

Job summary

A global customer service company in Kuala Lumpur is looking for customer service representatives. This role involves ensuring service meets contractual performance indicators while clarifying and addressing customer inquiries. Candidates should possess a high school diploma and be courteous with strong communication and customer service skills. The position may require shift rotations, and adaptability in fast-paced work environments is essential. A supportive team environment is emphasized.

Qualifications

• High school diploma with three to six months of relevant experience preferred.
• Strong customer service orientation and computer navigation skills.
• Effective written and verbal communication skills.

Responsibilities

• Ensure service meets contractual key performance indicators.
• Clarify customer requirements and provide appropriate resolutions.
• Listen to customer needs and build rapport.

Skills

Customer service orientation

Strong computer navigation skills

Effective communication

Attention to detail

Multi-tasking

Education

High school diploma

Job description

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

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• 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 independentlyDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.