Call Center Operator

*** JOB PURPOSE
A Call Center handles inbound and outbound calls working closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Operator may handle a high volume of calls and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. Additionally, agents are responsible for making outbound calls to set appointments and gather survey data.
The goal is to ensure that all requirements and complains about quality of products are in a good service and be on time.

*** RESPONSIBILITIES
1. Main tasks:
• Receive all incoming call from customers for warranty request or any consultancies about our products. Answer information about service or redirect to relative department, simple technical trouble shooting, and instruction manual.
• Assign service jobs with JID (Job Identification) code one by one
• Record all service jobs in a file to control
• Send the nearest technician to do the service job with all requirement information
• Count the time of the service job and make the pending job daily report
• Collect and summary all monthly technical reports.
• Make service payment report monthly

2. Daily tasks:
• Answer the phone, analysis customer’ request and record all warranty request
• Assign one warranty request as one service job with JID code
• Sending in charge technician to do service job.
• Control every service job in timing, quality, feedback from end-user on JID code
• Checking result by call to users and collect the comments
• Follow up the pending service jobs, make report daily.
• Summary technical reports monthly.
• Summary of service job payment

REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE/QUALIFICATIONS:

1. Requirements
• Can using computer with office applications (Excel, word…)
• Friendly communication with standard voice (no lisp or stammer)
• Handling unexpected event well.
• Good telephone answering, communication and problem solving
• Call operation experience is prefer

2. Education and Experience
• High school or higher
• Psychological qualification or training is prefer

- Attactive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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