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Teledirect provides multinational organisations with outsourced contact center services to improve their customer service or to accelerate their sales. We operate state-of-the-art contact centers in Singapore, Hong Kong, Malaysia, Thailand and The Philippines. Part of the WPP group, we have a track record of success in the airline, luxury, insurance, banking and technology sectors.


Recruiting right, training and developing, coaching and providing quality assurance are the pillars of our success. Great infrastructure and robust analytics also help our employees outperform and to maintain high standards of quality.

Specialties
Outsourced Customer Service, Telesales, Telemarketing, Technical Support, e-Commerce, Inside Sales

Teledirect provides multinational organisations with outsourced contact center services to improve their customer service or to accelerate their sales. We operate state-of-the-art contact centers in Singapore, Hong Kong, Malaysia, Thailand and The Philippines. Part of the WPP group, we have a track record...

Teledirect provides multinational organisations with outsourced contact center services to improve their customer service or to accelerate their sales. We operate state-of-the-art contact centers in Singapore, Hong Kong, Malaysia, Thailand and The Philippines. Part of the WPP group, we have a track record of success in the airline, luxury, insurance, banking and technology sectors.


Recruiting right, training and developing, coaching and providing quality assurance are the pillars of our success. Great infrastructure and robust analytics also help our employees outperform and to maintain high standards of quality.

Specialties
Outsourced Customer Service, Telesales, Telemarketing, Technical Support, e-Commerce, Inside Sales

Customer Service Representative - Hong Kong Market

Job level Middle
Work exp 2 Years To 3 Years
Education Not applicable
Language Chinese - Mandarin, English
Location
Within Hong Kong Hong Kong
Employment type Full Time
Industry Business Services / Consulting Services
Job function Sales / Business Development / Customer Service > Customer service / Sales Support
Sales / Business Development / Customer Service > Telemarketing / Call Centre
Published On 05/02/2018 2018-02-05

RESPONSIBILITIES

  • Handle inbound/outbound enquiries, feedback and provide resolutions to customers over the phone or via emails relating to renowned product
  • Provide accurate and efficient support work relating to the renowned coffee products
  • Ensure KPIs targets (e.g. customer satisfaction index, first call resolution, productivity) are met consistently to achieve the overall contact center objectives.
  • Obtain customer’s details and ensure all information are accurately and promptly keyed into our customer database for all transactions.
  • Actively promote and educate customers on the use of self-help and our digital services and enhance customer satisfaction.
  • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
  • Undertake any other tasks delegated by the Team Leader

 

 

REQUIREMENTS

  • Diploma or Degree in any discipline or equivalent.
  • Preferably with at least 2-3 years of working experience in contact centre.
  • Excellent communication and interpersonal skills.
  • Effectively bilingual and articulate with a strong command of spoken and written English and Mandarin.
  • Passion for coffee products and with a service excellence mindset.
  • Able to adapt in a fast-paced and stressful environment.
  • Good PC and Internet skills.
  • Work experience in contact centre