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Dimension & Scope:

Interface with customers via inbound or outbound calls or the Internet for the purpose of resolving routine problems with products or services.

Principal Duties and Responsibilities:

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.Listen attentively to customer needs and concerns; demonstrate empathy.Clarify customer requirements; probe for and confirm understanding of requirements or problem.Meet customer requirements through first contact resolution.Confirm customer understanding of the solution and provide additional customer education as needed.Prepare complete and accurate work and update customer file.Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.Effectively transfer misdirected customer requests to an appropriate party.Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.Participate in activities designed to improve customer satisfaction and business performance.Use decision-support tools to respond to common customer work/service order inquiries and requests.Prepare customer correspondence.Solve problems using agreed upon procedures.Offer solutions to basic customer issues.Maintain basic knowledge of client products and/or services.

Education & Professional Certifications:
High school diploma or equivalent experience.

MUST BE BILINGUAL IN ENGLISH/CANTONESE.

Candidate Profile:

Knowledge of computer operations.Willingness to rotate shifts, as needed.Ability to learn.Courteous with strong customer service orientation.Dependable with proficient attention to detail.Good listening and responding skills.

MUST BE BILINGUAL IN ENGLISH/CANTONESE.

Environment, Physical & Other Requirements:

Ability to perform light hand activity work at a computer/telephone station in an office environment.  Position is primarily sedentary.  May stretch or stand at workstation for short periods at employee''s option, as long as such activity does not detract from the employee''s work, or interfere with other employees.
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