Customer Service Specialist

Position- Customer Service Specialist Location- Kuala LumpurWorking hours: Rotational shift but without night shift for now9 hours shift from 7 a.m. to 7 p.m.Rotational Weekly Off (5 working days a week)Education: ONLY Diploma / Bachelors from IT/ Computer Science/ Engineering or related Tech fields"Candidate needs to relocate Malaysia"Essential Functions/Core Responsibilities• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures• Maintain basic knowledge of client products and/or services• Prepare complete and accurate work including appropriately notating accounts as required• Participate in activities designed to improve customer satisfaction and business performance• Offer additional products and/or services• Track, document and retrieve information in call tracking database• Respond to customer inquiries by referring them to published materials, secondary sources or more