Customer Service Advisor (Mandarin)

Contact Quality Control / Call Evaluation:

• Control and assess the quality of treatment and compliance with customer relationship standards.
• Detect calls with determined requirements criteria.
• Participate in the process of control and validation of quality grids.
• Ensure quality and compliance.

Calibration:

• Lead calibration or calibration sessions with teams of production supervisors.
• Ensure the accuracy of the ratings and reduce any discrepancies over time.
• Support the supervisory team in mastering a new grid.

Management of Alerts:

• Debrief the calls; Back-Office verifications; feedback or process errors that the ordering client reports.
• Call back the ordering customer (if necessary).
• Measure the implementation of action plans, coaching methods, and training by verifying their impact on operational results.

Coaching / Assistance:

• Coach and assist customer advisers on processes and app quality.

Call Recording:

• Be in charge of achieving the quantitative and qualitative objectives of the call recordings.
• In case of difficulty or anomaly, analyze and alert in a structured way to involve the parties concerned.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Adviser?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?