Key Responsibilities

• Handle both verbal and written customer feedback in a tactful, timely and professional manner
• Liaise with other departments to handle customer feedback which require further investigation
• Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases
• Record customer feedback in the Customer Feedback and Compensation System in an accurate manner
• Accountable for effective use of service recovery procedures
• Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements
• Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction
• Carry out ad-hoc duties as assigned by Customer Support Management team

Requirements

• University degree (related to Korean, English, Chinese or Translation an advantage)
• Experience in the customer relations field is a significant advantage. Experience in call centres or customer service is also advantageous.
• The ability to write professional business correspondence is essential
• Excellent command of both spoken and written Korean, English and Chinese
• Conversational Putonghua is an advantage
• Polished communication, negotiation and influencing skills
• Mature, with strong analytical and problem solving skills
• Excellent interpersonal skills with positive thinking and customer orientation
• Able to work under pressure and meet tight deadlines
• Good team player with an ability to work independently
• Good listening and probing skills to identify and understand the needs of the customer
• Proficient in MS Office and Chinese Word Processing
• Willing to work at weekends/public holidays on a regular basis