Customer Service Executive (Mandarin Speaker)

JOB PURPOSE
• Serves customers by providing service information & resolving service issues
• Highly developed sense of integrity and commitment to customer satisfaction
• Ability to communicate clearly and professionally, both verbally and in writing
• Manage telephone calls professionally, efficiently and with good communication skills
• Receives processes and verifies the accuracy of application from customers/donors utilising the organisation’s internal CRM system
• Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
• To raise issues as and when they arise
• Performs other related duties as assigned by management

KEY ROLES & RESPONSIBILITIES
• To ensure calls are completed for Telco / Charities
• Reports: To generate daily report, weekly report and monthly report to be send to APPCO HQ and Marketing Offices
• To assist other members on any issues
• To generate Authorization Letter upon request from Marketing Office
• To assist with investigate on highlighted by SG Global
• To email to Marketing Office on any Sales Lead
• To email daily rejects to Marketing Office for any rejects by CS
• To update SG Global for cases that requires assistance
• To generate reports required by APPCO and SG Global in a timely manner
• To email daily rejects to Marketing Office for any submissions rejected by CS
• Provides back-up support to other group members in the performance of job duties as required

EDUCATION/QUALIFICATIONS
• Diploma/Degree Holder
• SPM/STPM/A-Level/Pre-U with relevant customer service experience will be considered.
• Preferably with at least 1 year of working experience in customer service/ call centre industry.

KNOWLEDGE & SKILLS
• Junior Executives specializing in Customer Service in a call-centre environment
• Good communication skills over the phone and be fluent in English and Bahasa Malaysia.
• Ability to converse in Tamil/Mandarin/Cantonese will be an added advantage.
• Computer literacy is essential, especially in MS Word and Excel.

ANY OTHER ATTRIBUTES
• Mature, resourceful, tactful and diplomatic with excellent listening skills.
• Self-motivated individuals with integrity, drive to achieve targets and possess good organizational skills.