Customer Support Representative

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Customer Support Representative

Department: Customer Support

Employment Type: Tam Zamanlı

Location: APAC-Malaysia


Description

We are looking for a Customer Support Representative to join us in Malaysia.

Key Responsibilities

In this role, you will…

  • Respond promptly and effectively to any customer inquiries, requests and complaints received via phone, chat, e-mail or mail to achieve customer satisfaction
  • Competent in the use of company systems to support treatment status and sales follow up
  • Collaborate with other departments to provide solutions for customers.
  • Identify and escalate issues that require additional attention.
  • Provide feedback to management on customer trends and recurring issues.
  • Support the sales and marketing department by entering marketing information and client contact details into the database. Proficient in using customer support phone systems, Salesforce, and the corporate website.
  • Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality
  • Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
  • Stay up-to-date on company products, policies, and procedures.
  • Maintain a basic knowledge in orthodontic/dental concepts and topics

Skills, Knowledge & Expertise

In this role, you’ll need …

  • Bachelor’s degree
  • 3 to 5 years of experience in customer service
  • Ability to focus attention to detail
  • Ability to consistently follow through activities and projects to completion
  • Ability to perform in a fast-paced environment
  • Ability to act and speak with confidence
  • Ability to work independently and as part of a team
  • Excellent organizational and time management skills
  • Possess a service excellence mindset
  • Possess a strong customer focused orientation with good interpersonal skills
  • Proficiency in customer service software and strong computer skills.
  • Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
  • Provide support to audit processes and quality management system as required
  • Willingness and ability to work on weekends as needed.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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