Job description for Customer Service Specialist - Mandarin at Glints Taploker
Customer Service Specialist
Job Responsibilities:
1. Handle Customer Enquiries via Phone
- Listen actively and ask relevant questions to clarify and understand customer needs.
- Stay updated with the latest information and provide accurate details that impact service delivery.
- Follow up on outstanding cases and perform call-backs when necessary.
2. Handle Customer Enquiries via Various Channels (Email, Live Chat, etc.)
- Assist customers with after-sales issues.
- Resolve product and promotion-related enquiries.
- Process order cancellations and refund requests.
- Perform up-selling and cross-selling activities when appropriate.
3. Handle Customer Enquiries on Social Media
- Engage with customers on social media platforms to resolve issues or enquiries.
- Moderate and respond to comments professionally and with empathy.
4. Escalate Customer Issues
- Document customer cases accurately in CRM or Salesforce systems.
- Escalate issues to the appropriate departments when required.
- Follow up with relevant departments to ensure timely responses to customers.
5. Assist with Membership Matters
- Process card replacements.
- Activate new membership cards.
- Resolve points-related issues.
Requirements:
Education & Experience.
- Experience in customer service or contact centre roles will be an advantage.
Personal Attributes:
- Adaptable to a fast-paced and dynamic work environment.
- Pleasant disposition and positive personality.
- Team player with a strong sense of urgency and high emotional intelligence.
- Strong customer empathy and ability to build relationships to maximize sales potential.
- Committed to ensuring total customer satisfaction.
- Willing to work shifts, including weekends.
Competencies
- Proficient in English.
- Ability to converse in Mandarin will be an added advantage, especially to liaise with Mandarin-speaking associates and customers.
- Customer-oriented with strong interpersonal and communication skills.
- Candidates with a passion for customer service are welcome to apply.
