Customer Service Advisor

Agensi Pekerjaan Great Pyramid Sdn Bhd

George Town, Pulau Pinang
Permanent
Full-time

3 days ago
Apply easily

OverviewThe Service Advisors (SA) will provide customer service support to Client Customers
requests for information related to items including, but not limited to, post order support, delivery
information, payment information, product pre-orders, product pre-screening calls (where
applicable), and general Customer inquiries.QualificationsEducation background:
Bachelors Degree or at least Diploma or equivalent in any discipline.
Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)Work experience:
Minimum of 6 months work experience in customer support in any industry.
Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
Call centre experience is not a must but would be a distinct advantage.Technical Knowledge and Expertise :

Professional and/or personal technical troubleshooting experience
Mobile Operating System, Smartphone, Tablet, PC or laptop experience
Deep curiosity for understanding technology, passion for learning more and sharing

knowledge with others * Uses analytical skills to isolate and resolve complex technical issues through appropriatetroubleshooting methodology * Confident navigating through multiple systems and tools to research, comprehend and deliversolutions to customer in real timeResilience :

Able to self manage and work independently in a fast-paced and highly-demanding

environment * Embraces repetition of core job duties, yet eager to take on more responsibility when needed

Strong sense of professionalism exhibited by remaining positive, calm and composed under

pressure * Self-awareness to identify, address and manage navigating through challenges associatedwith the role * Remains focused and poised despite criticism and setbacks

Eager to receive feedback, embraces coaching and demonstrates changes as a result
Strong sense of professionalism exhibited by remaining positive, calm and composed under

pressureResponsibilitiesCustomer Service Focus :

Experience in customer facing environments (phone, chat, in person, etc.) interaction in some

capacity (can include volunteer work, or project work while in school) * Demonstrates passion for customer service, ownership of the customer experience anddetermination to deliver a comprehensive resolution * Obsesses over the customer experience and constantly strives to exceed their expectations

Able to communicate clearly and effectively, both written and verbal in English AND Cantonese
Able to effectively tailor communication and style to differing audiences and read verbal and

non-verbal cues * Approaches problems flexibly and is able to adapt and modify approach withoutcompromising outcome * Providing a high caliber Customer interaction as measured by Clients call quality reports, callaudits, and customer satisfaction survey; * Presenting to the public a strong working expertise in all Client Supported Products (now andin the future) as measured by Clients call quality reports, call audits, and customer satisfaction
survey scores; * Ensuring innovation and quality in all Customer interactions as measured by Clients call qualityreports and customer satisfaction survey; * Capturing all required data elements in Clients internal Online Store and other systems ofrecord as required by the Client's training and operational procedures; * Maintaining a general awareness of Clients strengths in the industry; and

Assisting Customers by answering queries relating to their order status, changes and delivery

timeframes.Learning Aptitude :

Thrives in a team environment: able to seek and provide expertise, challenge productively and

help others succeed * Energy and excitement to master current role, eager for challenges to grow within it and driveto develop skills in the organization * Stays curious and inquisitive in the pursuit of professional excellence

Effective time management strategy including ability to multi-task, prioritize, organize and

balance workloadAdvisors in a Tier 2 role typically exhibit these additional attributes.

Deep Technical Proficiency
Consistently Follow Work Schedule
Adherence to Customer Commitments
Composure Under Pressure
Relationship Repair with Others
Navigating Different Communication Styles
Effective Utilization of Resources
Advanced Issue Isolation Skills
Critical Thinking
Organization Skills
Process Improvement
Collaboration Skills
Seeking Expertise from Peers
Share Best Practices with Peers

Agensi Pekerjaan Great Pyramid Sdn Bhd