Customer Service Agent - Cantonese Main Purpose of the role
The Customer Support Agent is part of a multilingual team that provide 24 / 7 telephone and online support to all Truphone customers
The Customer Support Agent is responsible for managing communication, handling enquiries and answering inbound calls, providing a quality service and ensuring that customers are happy with the service provided.Key responsibilities
Acting as first line support to our corporate customers - aiming to solve their technical queries by phone and email;
Tracking, collating and responding to customer issues within agreed timescales.
Escalating and liaising with our second line of support for more complicated cases.
Working closely with Service Account Managers to help develop, grow and retain customer accounts.
Must be fluent in Cantonese and English
Experience in Helpdesk, Customer Support or Call Center roles :
Good working knowledge of MS Office, ticketing systems and customer service procedures;
A professional telephone manner and call management skills;
Able to take technical information and translate into easily understandable language for customers;
Exceptional customer relationship management skills - including handling complaints effectively;
Good teamwork, organizational and time management skills;
Excellent analytical and problem-solving skills;
Good attention to detail and the ability to understand and follow technical processes accurately;
Experience with Mobile Handset support or Telecoms sector : both GSM and VoIP are a PLUS.