Call Center Representative

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Job Description

Job Purpose This position will be the contact point to serve customers by determining requirements; Answering incoming calls from customers to take orders; responding inquiries; resolving troubleshoot problems; fulfilling requests; providing information; and maintaining database to enhance customer service.


  • Proactively gain a full understanding and maintain excellent knowledge of products and services in order to understand customers’ needs.
  • Achieve productivity standards and goals while maintaining high level of customer service, building conversation, patience, and maintaining high
  • Receive high volume of inbound calls with varying degrees of questions or concerns while having the ability to quickly identify a client’s request or problem.
  • Effectively express empathy and compassion, and take full ownership of the clients satisfaction
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

Key responsibilities

  • Answer calls and respond to emails/ website/ fanpage to handle customer inquiries. Conduct customer satisfaction survey.
  • Provide customers with product and service information, Update existing customer information into system. Follow up with customer calls where necessary
  • Register and follow up customer complaints. Identify and escalate priority issues
  • Document all call information according to standard operating procedures
  • Complete call logs and follow quality assurance standard. Produce call reports
  • Others: to be assigned by the Line manager or Company’s management (if any)

Job Requirements


  • Bachelor diploma.


  • Certificate of customer service


  • Mandatory:
    • 1-2 years in Customer Service area, specifically Call Center is a plus.
    • Strong work ethic and self-starter, able to effectively manage multiple priorities.
    • Possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
    • Be able to demonstrate strong influencing and probing skills in communication on phone.
    • Ability to learn and adapt to changes.
    • Foster a positive and productive work environment
  • Advantage:
    • Experience in insurance or financial industry is a plus

Knowledge and skill set:

  • Mandatory:
    • Verbal and written communication skills
    • Listening skills
    • Problem analysis and problem solving
    • Customer service orientation
    • Organizational skills
    • Attention to detail
    • Judgment, adaptability
    • Team work
    • Resilience
    • Work well under pressure
  • Advantage:
    • Time management
    • Good English (Intermediate)
    • Presentation
    • Well-organizing

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