**Role**:Retail Management**Timings**:Day Shift (Permanent)**Industry**:Internet / Ecommerce**Work Mode**:Work from office**Functional Area**:Retail / Consumer / CommercialKey Skills: Customer Relations Customer Service customer service analyst Customer service advisor Fluent both Cantonese and English- Qualifications- Education background:- Bachelor's Degree or at least Diploma or equivalent in any discipline.- Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)- Work experience:- Minimum of 6 months work experience in customer support in any industry.- Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field- Call centre experience is not a 'must' but would be a distinct advantage.Technical Knowledge and Expertise:Professional and/or personal technical troubleshooting experienceMobile Operating System, Smartphone, Tablet, PC or laptop experienceDeep curiosity for understanding technology, passion for learning more and sharingknowledge with othersUses analytical skills to isolate and resolve complex technical issues through appropriatetroubleshooting methodologyConfident navigating through multiple systems and tools to research, comprehend and deliversolutions to customer in real timeResilience:Able to self manage and work independently in a fast-paced and highly-demandingenvironmentEmbraces repetition of core job duties, yet eager to take on more responsibility when neededStrong sense of professionalism exhibited by remaining positive, calm and composed underpressureSelf-awareness to identify, address and manage navigating through challenges associatedwith the roleRemains focused and poised despite criticism and setbacksEager to receive feedback, embraces coaching and demonstrates changes as a resultStrong sense of professionalism exhibited by remaining positive, calm and composed underpressure**Responsibilities**:Customer Service Focus:Experience in customer facing environments (phone, chat, in person, etc.) interaction in somecapacity (can include volunteer work, or project work while in school)Demonstrates passion for customer service, ownership of the customer experience anddetermination to deliver a comprehensive resolutionObsesses over the customer experience and constantly strives to exceed their expectationsAble to communicate clearly and effectively, both written and verbal in English AND CantoneseAble to effectively tailor communication and style to differing audiences and read verbal andnon-verbal cuesApproaches problems flexibly and is able to adapt and modify approach withoutcompromising outcomeProviding a high caliber Customer interaction as measured by Client's call quality reports, callaudits, and customer satisfaction survey;Presenting to the public a strong working expertise in all Client Supported Products (now andin the future) as measured by Client's call quality reports, call audits, and customer satisfactionsurvey scores;Ensuring innovation and quality in all Customer interactions as measured by Client's call qualityreports and customer satisfaction survey;Capturing all required data elements in Client's internal Online Store and other systems ofrecord as required by the Client's training and operational procedures;Maintaining a general awareness of Client's strengths in the industry; andAssisting Customers by answering queries relating to their order status, changes and deliverytimeframes.Learning Aptitude:Thrives in a team environment: able to seek and provide expertise, challenge productively andhelp others succeedEnergy and excitement to master current role, eager for challenges to grow within it and driveto develop skills in the organizationStays curious and inquisitive in the pursuit of professional excellenceEffective time management strategy including ability to multi-task, prioritize, organize andbalance workloadAdvisors in a Tier 2 role typically exhibit these additional attributes.Deep Technical ProficiencyConsistently Follow Work ScheduleAdherence to Customer CommitmentsComposure Under PressureRelationship Repair with OthersNavigating Different Communication StylesEffective Utilization of ResourcesAdvanced Issue Isolation SkillsCritical ThinkingOrganization SkillsProcess ImprovementCollaboration SkillsSeeking Expertise from PeersShare Best Practices with Peers
