Customer Experience Executive (Bilingual Agent)

Job Description:
Receive inbound and/or place outbound calls Provide accurate and timely responses for inquiries coming through email channel Respond to customer issues on the first contact Identify and escalate priority issues Route calls to appropriate resources when necessary Document all information on customer interaction according to standard operating procedures Always strive for Good Customer Satisfaction and Experience Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client Ensure consistent performance based on continuous improvement model Ensure that all Login and Passwords (both Internal & External) are kept confidential Participate in all Internal and External mandated trainings and/or seminars. Knowledge, understanding, and compliance with PROBEGROUP policies and procedures. Maintain knowledge of functional area and company policies and procedures. Provide feedback to management concerning possible problems or areas of improvement. Perform other duties as assigned by management. Minimum Qualifications:
Excellent interpersonal and communications skills; Mandarin and English fluency required HS Diploma or equivalent required; Associate's or Bachelor's degree preferred Minimum of 6 months current related experience in a customer care environment. Strong negotiation, decision making, and problem solving skills are required Advanced personal computing and keyboarding skills Ability to handle complex customer issues while maintaining a positive attitude Ability to demonstrate strong initiative to exceed expectations