About the role and your skillset:
- Answer incoming calls from the public and provide first-call resolution for inquiries and issues.
- Offer guidance and troubleshoot problems, collaborating with other support or product teams as needed to ensure timely resolutions.
- Accurately document, escalate, and track all incidents, ensuring follow-up until the issue is fully resolved.
- Handle outbound calls to users who requested callbacks and manage responses via phone, email, and chatbot.
- Maintain professionalism under pressure while managing high volumes of public-facing calls.
- Fluency in Mandarin is required to assist Mandarin-speaking customers effectively.
EA License Number : 11C4879
