Job Description
Job Description:
-Work as Contact Centre Services Representative to assist customer on Web Help and Technical Frontline issues.
-Responsible for taking inbound phone calls in Korean also processing requests in Korean through Portal & Email;
-Ensure requests received are processed following business working instructions and keep knowledge refreshed;
-Responsible to ensure transactions are completed meeting defined SLAs and quality standards;
-Exert various tools and resources provided and collaborate with other internal cross-functional teams to resolve the requests;
-Required to working on shift per business coverage window;
-Required to work on weekend and Public holiday when needed.
Skillset | Profile:
-Exceptional communication skills, including rapport building, use of customer-centric language; demonstrating appropriate urgency;
-Active listening skills, questioning, driving understanding and clarification of customers’ needs
-Excellent business English comprehension and communication skills, including the ability to conduct professional phone conversations in business English
-Advanced Proficiency level in written English for business communication
-Advanced Transactional skills
-Excellent verbal and written business communication skills in any other contracted language, where applicable
-Ability to handle difficult situations, diffuse customer conflict by showing empathy; properly enforce business rules that must be followed, and offer alternative solutions where appropriate
-Quick learner who easily applies problem-solving, critical thinking, analysis skills, and troubleshooting
-Flexible and adaptable to adjust as the business evolves; able to implement changes quickly and effectively
-Detail-oriented with the ability to process complex transactions
-Self-motivated and driven to succeed with natural curiosity, initiative, and tenacity to drive issues to closure
-Ability to engage and facilitate activities of others, follow up to understand status, and help to course-correct to meet the expected delivery date
-Excellent time management skills, ability to juggle multiple tasks while maintaining composure
-Computer literacy, including experience with case management systems, email, chat, and Windows-based applications; ability to effectively navigate multiple systems at once to accomplish a task
