Cantonese Customer Service (Work From Home)

Responsibilities :

- To respond to incoming calls, emails, displacements, refunds & reimbursement, and outbound tasks within a specified SLA/SLO, according to company guidelines and quality assurance standards
- Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by company's terms and policies
- Demonstrate ownership of candidate issues, urgency, and work proactively with internal company groups to resolve issues within the agreed SLAs/SLOs
- Follow escalation and complaint procedures to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues
- Achieve and maintain all key quality and productivity metrics in the performance scorecard
- To communicate and participate in team meetings, to share best practice and flag issue to the Team Leader
- Continuously identify work process improvements and communicate to Team Leaders and (or) Management Team
- Based upon volumetric demands there will be a requirement to support transactions during weekends
- Provide coaching and assistance as required to managers in testing locations under you remit
- Identify and report issues causing complaints to improve processes and procedures