Primary Responsibilities:
Provide service or product information, solutions and relevant details to
customers. Require a sociable individual with a knack for providing professional and clear answers to
customer's requests.
Task that you will be entrust with:
- Manage customer inquiries via emails and calls
- Provide specific information regarding the services and products
- Identify and assess customer needs
- Provide accurate, valid and complete information to customers
- Handle complaints, provide appropriate solutions and alternatives within the time limits
- Follow up to ensure resolution
- Manage records of customer interactions
- Follow communication procedure, guidelines and policies
- Managing customer’s campaign timelines, including testing of campaign mechanics before campaign
- goes live
- Monitoring of campaign results and highlighting possible problems in advance
- Analyse and review individual customers’ performance using analytic tools
- Conduct training to customer where necessary
- Work closely with technical team to ensure the requirements gathered are realistic and
- implementable
- Co-ordination between client and technical team to ensure the campaigns or projects are delivered
- based on the agreed specifications and within the timeline;
- Assist to prepare project documentations, eg. project progress report, Software Requirement Specs
- documents, UAT report, project final delivery report, user manual, etc.
- Effectively communicate project status to clients and maintain a good relationship with clients;
- Documenting and following up on important actions and decisions from meetings
- Preparing necessary presentation materials for meetings
- Ensuring project deadlines are met
- Follow up on eDM blasts - monitoring of changes required and previews
- Follow up on SMS blasts – confirming message contents and sender IDs
- Work closely with operations and technical team on support related issues
- Assist in quotations, invoicing, simple office admin and finance related matters
Qualifications
- At least one year of experience
- Higher education, preferably IT technical
- High interpersonal skills, ability to communicate effectively, including cooperation in a team featuring
- employees with different competencies
- Ability to solve non-standard problems and efficiently recommend decisions to be made
- Very good organisation of work, self-reliance in solving problems and overcoming obstacles
- Ability to adapt quickly to changing environmental conditions
- Determination to achieve objectives
What else might be useful?
- Ability to use JIRA software and good knowledge of Excel
- Multi-lingual and good to be able to communicate in Mandarin
- Excellent communication skills including active listening
- Service-oriented and able to resolve customer grievances
- Proficient computer skills with the ability to learn new software.
- Knowledge of, or ability to learn, product, service, or area of customer service specialization.
