Customer Service RepresentativeTextron Software Solutions Inc

The Customer Service Agent is responsible for keeping constant communication for client service requests, incidents, new features and any other related customer assistance required within their infrastructure and systems.
Relationships: Reports directly to the Customer Service Supervisor
Major Responsibilities:
· Handle inbound requests from customer regarding enquiry, complaints via email, live chat or other available channels.
· Document Customer Support inquiries through the official ticket system. Keeping up-to-date on records of customer interactions.
· Provide accurate, valid and complete information through the right methods
· Manage customer's expectations and handle customer complaints by provide appropriate solution with proper follow up.
· Liaise with appropriate departments (Support, Account Managers, Development) to resolve issues brought up by customers.
· Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback for better efficiency.
· Communicates scheduled maintenance operations over production environments, updating the customer of status as per SLA.
· Follows up the resolution of escalated incidents and requests, working with other departments to keep the customer updated.
· Communicates with Customers and Account Managers to ensure their needs are covered.
· Commits to the department's mission, vision, value and yearly objectives.
Qualifications:
· Excellent customer service skills.
· Strong verbal and written communication and interpersonal skills.
· Ability to accept constructive criticism to constantly improve technical and soft skills.
· Fresh graduates/Entry level applicants are encouraged to apply.
· Experience in Customer Service/Call Centre would be an added advantage
· Required computer skills: Microsoft Office Applications (Excel, Word, PowerPoint, Etc.)
· Required typing skills (Chinese characters): above 70 words in one minute
· Willing to work on rotational shift: Morning, Afternoon and Night (5 days a week).
· Advanced verbal and written English language is required.
· Advanced verbal and written Cantonese/Mandarin is a plus.
Education and/or Experience:
Candidate must possess at least Secondary School/SPM/"O" Level in any field.
With 1-2 years of experience in the said position is required