Service Specialist-Malay

Overview

The 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

Qualifications

Requirements/SkillBachelor’s degree or equivalent diplomaCommunication Skills:

Exceptional verbal and written communication, including negotiation and presentation skills.

Fluent in English and Bahasa (C1 Level) in terms of listening, reading and writing via Hallo Ai

Product Background:

Preferably technology savvy and familiar with mobile operating system or comparable technologyShould achieve 60-80 words per minute (WPM) during the typing exam

Customer Service Experience:

With BPO Inbound Customer Service working experience of at least 1-3 years (Voice) or any CS-related roles. Capable of handling customer queries, complaints, and providing resolutions

Leadership and Team Management Skills:

Preferably with at least 1-3 years Supervisory working experience (BPO Inbound Customer Service) background managing a CS team.

Customer-Centric Mindset:

hould have the ability to influence team members to put customer first, understanding their needs, and ensuring high level of satisfaction.

Operational and Process Management:

Should have a knowledge of the BPO operations including process optimization, workflow management and efficiency improvement..

Analytical and Reporting Skills:

Should have the ability to analyze sales data and be able to identify trends. Proficient in using CRM tools, excel, numbers, and performance dashboards. Must have managed a line of business with CSAT/NPS, AHT, and FCR as primary KPIs

Problem-Solving and Decision Making:

With strong critical thinking, problem solving abilities and decision making skills to address challenges.

Should have an idea on root-cause analysis and a knowledge in facilitating a coaching session and game planning

Motivational and Performance Oriented:

With high energy, resulted oriented mindset with strong focus on KPIs and targets.

Capable of handling pressure and be able to maintain morale under pressure.

Quality Assurance and Compliance:

Should have knowledge if quality assurance standards, compliance, and requirements for CS.Additional Attributes:• Deep Technical Proficiency• Adherence to Customer Commitments• Composure under pressure• Navigating different communication styles• Advanced issue isolation skills• Knowledgeable in using MS OfficePPT/Keynote in presenting insights

Responsibilities

Customer 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 and determination 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 Malay
• 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 without compromising outcome
• Providing a high caliber Customer interaction as measured by Client’s call quality reports, call audits, and customer satisfaction survey;
• Presenting to the public a strong working expertise in all Client Supported Products (now and in the future) as measured by Client’s call quality reports, call audits, and customer satisfaction survey scores;
• Ensuring innovation and quality in all Customer interactions as measured by Client’s call quality reports and customer satisfaction survey;
• Capturing all required data elements in Client’s internal Online Store and other systems of record as required by the Client's training and operational procedures;
• Maintaining a general awareness of Client’s 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 drive to 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 workload

Advisors 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