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Executive Support Inbound/Outbound Voice, Emails, Chat (English speakers).
Providing support to customers and clients from anywhere in the global, both technical and non-technical, primarily via phone, but also through email and chat, using various processes and guidelines.
Job Summary
1Language/Communication
You must have native proficiency in written, read and spoken English.
You will render the following service for enquiry calls:
General enquiries.
Technical Support.
Manage complaints and feedback. You would need to address complaints from clients, customer up to his/her empowerment.
Capture all relevant caller information and feed it into the CRM.
Work on ad hoc tasks assigned by supervisor within company policy. Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by a Buyer-approved formal test. Accent neutral verbal communication as verified by a Buyer-approved formal test.
Verbal communication skills: strong spoken grammar; able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency.
Listening skills: active listening; able to appreciate the context of Customer’s experience.
Written skills: excellent grammar; attention to detail.
You will render the following service for enquiry calls:
General enquiries.
Technical Support.
Manage complaints and feedback. You would need to address complaints from clients, customer up to his/her empowerment.
Capture all relevant caller information and feed it into the CRM.
Work on ad hoc tasks assigned by supervisor within company policy. Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by a Buyer-approved formal test. Accent neutral verbal communication as verified by a Buyer-approved formal test.
Verbal communication skills: strong spoken grammar; able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency.
Listening skills: active listening; able to appreciate the context of Customer’s experience.
Written skills: excellent grammar; attention to detail.
2Soft Skills
Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
Solutions mindset: passion to find the right solution for our clients and customer, and resolve the issue overcoming obstacles; good cost-efficient decision making.
Excellent time management: ability to multi-task to solve issue, while managing time.
Polished delivery: ability to communicate in a structured and effective manner.
Quick learner: ability to ramp up quickly and act on feedback.
Solutions mindset: passion to find the right solution for our clients and customer, and resolve the issue overcoming obstacles; good cost-efficient decision making.
Excellent time management: ability to multi-task to solve issue, while managing time.
Polished delivery: ability to communicate in a structured and effective manner.
Quick learner: ability to ramp up quickly and act on feedback.
3Challenges of the Roles
Dealing with and being able to communicate and adapt to different people.
Ensure all information is captured correctly.
Work within agreed productivity and quality standards (log in time, talk time, and wrap time).
Ensure all information is captured correctly.
Work within agreed productivity and quality standards (log in time, talk time, and wrap time).
4Qualifications / Work experience / Skills
Experience, Education, and Certification:
College / University degree (preferred).
PC knowledge required.
Sales/service experience in retail, sales, service or other “helping” business (preferred).
Minimum 3 years related hardware technical experience.
Successful candidates should have the following prerequisite qualifications:
Previous experience working in similar technical support role with demonstrated sales capabilities.
Experience supporting Customers in a Customer facing, applicable environment. Positive performance reviews and previous employer references.
Strong verbal applicable language skills – native or near native / minimal accent impact.
Demonstrate ability to take ownership of Customer issue and follow-up with Customer to ensure a successful resolution and delightful experience.
Attention to detail with Customer and case documentation.
Other foreign languages proficiency will be an added advantage.
College / University degree (preferred).
PC knowledge required.
Sales/service experience in retail, sales, service or other “helping” business (preferred).
Minimum 3 years related hardware technical experience.
Successful candidates should have the following prerequisite qualifications:
Previous experience working in similar technical support role with demonstrated sales capabilities.
Experience supporting Customers in a Customer facing, applicable environment. Positive performance reviews and previous employer references.
Strong verbal applicable language skills – native or near native / minimal accent impact.
Demonstrate ability to take ownership of Customer issue and follow-up with Customer to ensure a successful resolution and delightful experience.
Attention to detail with Customer and case documentation.
Other foreign languages proficiency will be an added advantage.
5 Additional Information
Display excellent communication, problem solving and people skills.
Display willingness to learn/fast learner.
Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
Display willingness to learn/fast learner.
Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
6The Package
Employment Type : Full Time.
Attractive Salary.
Performance related bonus for best confirmed staff.
Attractive Salary.
Performance related bonus for best confirmed staff.
For job inquiries, please email your resume/CV to hr.recruitment@taocoms.com, and our recruitment team will be in touch.