Service Advisor / Customer Success Specialist

Overview

The Service Advisors (SA) will provide customer service support to Client Customers'
requests for information related to items including, but not limited to, post order support, delivery
information, payment information, product pre-orders, product pre-screening calls (where
applicable), and general Customer inquiries.

Qualifications

Education background:
Bachelor's Degree or at least Diploma or equivalent in any discipline.
Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)

Work experience:
Minimum of 6 months work experience in customer support in any industry.
Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
Call centre experience is not a 'must' but would be a distinct advantage.

Technical Knowledge and Expertise :

• Professional and/or personal technical troubleshooting experience
• Mobile Operating System, Smartphone, Tablet, PC or laptop experience
• Deep curiosity for understanding technology, passion for learning more and sharing
  knowledge with others
• Uses analytical skills to isolate and resolve complex technical issues through appropriate
  troubleshooting methodology
• Confident navigating through multiple systems and tools to research, comprehend and deliver
  solutions to customer in real time

Resilience :

• Able to self manage and work independently in a fast-paced and highly-demanding
  environment
• Embraces repetition of core job duties, yet eager to take on more responsibility when needed
• Strong sense of professionalism exhibited by remaining positive, calm and composed under
  pressure
• Self-awareness to identify, address and manage navigating through challenges associated
  with the role
• Remains focused and poised despite criticism and setbacks
• Eager to receive feedback, embraces coaching and demonstrates changes as a result
• Strong sense of professionalism exhibited by remaining positive, calm and composed under
  pressure

Responsibilities

Customer Service Focus :

• Experience in customer facing environments (phone, chat, in person, etc.) interaction in some
  capacity (can include volunteer work, or project work while in school)
• Demonstrates passion for customer service, ownership of the customer experience and
  determination to deliver a comprehensive resolution
• Obsesses over the customer experience and constantly strives to exceed their expectations
• Able to communicate clearly and effectively, both written and verbal in English AND Cantonese
• Able to effectively tailor communication and style to differing audiences and read verbal and
  non-verbal cues
• Approaches problems flexibly and is able to adapt and modify approach without
  compromising outcome
• Providing a high caliber Customer interaction as measured by Client's call quality reports, call
  audits, and customer satisfaction survey;
• Presenting to the public a strong working expertise in all Client Supported Products (now and
  in the future) as measured by Client's call quality reports, call audits, and customer satisfaction
  survey scores;
• Ensuring innovation and quality in all Customer interactions as measured by Client's call quality
  reports and customer satisfaction survey;
• Capturing all required data elements in Client's internal Online Store and other systems of
  record as required by the Client's training and operational procedures;
• Maintaining a general awareness of Client's strengths in the industry; and
• Assisting Customers by answering queries relating to their order status, changes and delivery
  timeframes.

Learning Aptitude :

• Thrives in a team environment: able to seek and provide expertise, challenge productively and
  help others succeed
• Energy and excitement to master current role, eager for challenges to grow within it and drive
  to develop skills in the organization
• Stays curious and inquisitive in the pursuit of professional excellence
• Effective time management strategy including ability to multi-task, prioritize, organize and
  balance workload

Advisors in a Tier 2 role typically exhibit these additional attributes.

• Deep Technical Proficiency
• Consistently Follow Work Schedule
• Adherence to Customer Commitments
• Composure Under Pressure
• Relationship Repair with Others
• Navigating Different Communication Styles
• Effective Utilization of Resources
• Advanced Issue Isolation Skills
• Critical Thinking
• Organization Skills
• Process Improvement
• Collaboration Skills
• Seeking Expertise from Peers
• Share Best Practices with Peers