Cantonese Speaker to Support Hong Kong Market

Partner Service HK Chat

• 90% chat, 10% call
• Phone call / Live chat

Working days: 5 working days and 2 off days in a week

Shift details : 8 working hours + 1 hour meal break ( 24 hours rotation shift & off day)

Double pay for public holidays

WFH after pass 3 months of probation/training

KPI allowance: based on performance

Night/Midnight shift allowance

Additional allowance provided for OT PROGRAM

Office Location: Level 8, Menara Sunway VISIO, Lingkaran SV2, Sunway Velocity, 55100 Kuala Lumpur

ROLE POSITIONING AND OBJECTIVES: 

Service Executive (SE) is responsible for answering incoming transactions, solving order related problems and providing quality service that exceeds customer’s expectation via chats. An SE is required to represent the organization appropriately to all customers and partners. 

WHAT YOU WILL OWN: 

• Assist customer issues via chat with excellent quality customer service. 
• Coordinate between customers/vendors/riders and other teams to identify and troubleshoot daily operational issues swiftly and effectively. 
• Listen attentively to customer needs/concerns and demonstrate empathy while maximizing opportunity to build rapport with the customer 
• Perform proactive follow up with other support team members to ensure efficient resolution to customer requests.  
• Develop excellent product knowledge to enhance customers’ experience and support.  
• Adhere to the quality process set to ensure that we are providing accurate and timely service to the customers. 
• Handle complaints, and provide appropriate solutions and alternatives within the allocated time. 
• Grow as part of Live Operations in line with our client values and COE principles. 
• Work on personal and team goals as part of a dynamic team in a fast paced environment. 

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE. 

• Fresh graduates are welcomed.  
• With at least 1 year working experience in customer service field  
• Must possess customer-centric commitment 
• Ability to maintain composure in a multitasking, high energy environment 
• Detail-oriented 
• Basic English communication skills  
• Fluent in Cantonese
• Well versed in local language  
• Preferably with strong computer navigation skills  
• Must be able to work on rotational shifts including night shift (Public Holidays & Weekends) 
• Typing speed of at least 40 wpm with 95% accuracy