Overall Purpose: Professional focus Ｏn solving problems. Relate well to all kinds of people, listen attentively. You can explain things easily and enjoy sharing your enthusiasm for new ideas. Daily Responsibilities: -Answering customer calls and actively listening to identify their issues -Troubleshooting problems and resolving a range of customer issues from the device, to billing, to service concerns -Maintaining appropriate records, preparing required reports and updating customer accounts -Performs customer request/problem identification and follows defined procedures to resolve correctly -Documenting troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution -Coordinating with all sales channels for retention efforts Ｏn the existing customer base -Developing and maintaining an understanding of customer Service Level Agreements and department‘s/product‘s key performance requirements -Developing and maintaining product knowledge, industry knowledge, and business and professional skills by participating in Ｏn-the-role training and classroom training -May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction -May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., Request bill payment, follow up Ｏn customer iss The skills you need to succeed: -Excellent verbal and written English communications skills, fluent in Chinese Mandarin is preferred -Strong comprehension and problem-solving skills are required -Previous billing experience within telecommunications a plus -Ability to absorb and comprehend information quickly -Understanding of client products -Some experience interacting directly with internal and external clients -Willing to learn technical concepts -Experience in Project coordination or handling multiple accounts at Ｏnce -Willing to work in the evenings, at weekends, and Ｏn holidays
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