Customer Service Executive – China (Kuala Lumpur, Malaysia)

Customer Service Executive – China (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.

The Customer Support Executive is responsible for all channels of communications with existing clients in the Chinese Market. They will resolve new and existing client inquiries while ensuring excellent service and strict adherence to company guidelines:

• Answering clients about all technical support questions;
• Processing requests;
• Provide the highest level of support service to clients.

Responsibilities

• To ensure operating systems are functioning properly and report to Support Supervisor if it fails;
• To process client’s request via phone call, live chat, and email;
• To escalate issue to appropriate specialist when needed via SalesForce or Jira
• To update clients on their request status accordingly;
• To constantly verify documents submitted by clients within specific regions on an hourly basis;
• To attend all seminars scheduled by the company for the employee;
• To achieve quarterly KPI targets set by CS Manager;
• To perform other ad hoc tasks assigned by the manager.

Qualifications

• Good communication skills in English and native language (Chinese)
• Strong client-facing and communication skills
• Troubleshooting and multi-tasking skills
• Customer service orientation
• Bachelor Degree/ Diploma in Business Administration or related field
• Self-motivated and highly reliable
• Ability to learn;
  • Company product;
  • Company legal documents in details (Client Agreement etc);
  • Company internal regulations and procedures;
  • Company PR policy.