Customer Service Executive

Customer Service Executive plays a critical role in providing an interface between customers and the client company. They are required to answer incoming calls from customers for various reasons like answer inquiries, resolve complaints, provide information, and fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction.

The candidate should possess good listening skills, and the ability to response quickly, to make a recommendation or solution to the customer's problem. A clear and pleasant speaking voice and fluency in English is also desired. There are several primary responsibilities common to this occupation:

• This role requires working from the office, as it is a hub-based position.
• Handle daily customers’ incoming and outgoing calls, emailing.
• Perform ID verification and follow up documents with customers for delivery of report on timely basis.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Follow up to ensure that appropriate actions were taken on customers’ request.
• Regular feedback to the management customer’s comments, feedbacks on our products and services.
• Exercise basic salesmanship to promote/ upsell all relevant products to increase the business revenue.
• Assist in new product testing, implementation and launches.
• Responsible for deploying and applying all company policies, procedures and standards.
• Perform and achieve the KPI as assigned.
• Contribute to team effort by accomplishing related results as needed.

• The role involves frequent communication with Chinese-speaking customers.
• Excellent interpersonal skills, written and oral communication skills.
• Strong phone contact handling skills and active listening.
• Great attention to detail, good analytical and problem-solving skills.
• Ability to multi-task, prioritize and manage time effectively.
• Work independently and as part of a team.

• Diploma, Advanced/ Higher/ Graduate Diploma, Economics, Information Technology, Business Studies/ Administration/ Management, Marketing, Commerce or equivalent.
• Proficient in MS Office (Word, Excel & Outlook)
• A minimum of 1 year working experience in the related field.
• Resilient to thrive in a complex environment