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.

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

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

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 calibre 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, prioritise,
  organize and
  balance workload

Requirements

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.

• 
  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