CUSTOMER SERVICE EXECUTIVE (CSE) Burmese & English

Customer Service Executive (CSE) is responsible for answering incoming calls, emails & chat transactions, guests on inquiries, complaints, problem solving and to provide quality service that exceeds the guest's expectation, coupled with real-time escalations. CSE must be able to handle inquiries via all supported media channels both inbound and outbound services. CSE is required to represent the organization appropriately to all guests and partners.

DUTIES AND RESPONSIBILITIES:

- Ensure service delivered to our customers (customer, partner and/or riders) meets contractual Key Performance Indicator (KPIs)

- Clarify customer requirements; ask more question to understand the problem better, use SOP knowledge and resources to appropriately provide resolution

- 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 deep understand of our standard operating procedures (SOP) to ensure highest and most accurate form of support.

- Document all steps and information accurately without compromising quality of service.

- Participate in activities designed to improve customer satisfaction and business performance

REQUIREMENTS:

- Candidate MUST possess at least a Professional Certificate, Diploma, bachelors Degree, any field.

- Must be able to speak, read and write in Burmese &English.

- Must have a minimum of 6 months working experience as a Customer Service Agent.

- Courteous with strong customer service orientation

- Strong computer navigation skills and PC Knowledge

- Ability to effectively communicate, both written and verbally in the language hired for support.

- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

- Tolerance for repetitive work in a fast-paced, high performance work environment

- Ability to work as a team member, as well as independently

- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

- Ability to rotate shifts, as needed (Weekdays, Weekends & Public Holidays)