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Job Description
Radica is eagerly seeking high quality solution consultants, who are enthusiastic about technology, to work on our ever-growing list of clients all over the world.
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| Responsibilities: |
- Supervise CS team and make sure excellent customer satisfaction to our customer support services
- Monitor and train-up CS team to deliver professional and responsive services in handling incoming phone calls and email enquiries on Radica products
- Ensure that CS team members understand and follow strictly the standard support processes and procedures, with adherence to our committeed severity level and quality standards
- Investigate complaints, drive root cause analysis & work with product development team and implementation team on technical resolution action plan to ensure improved service levels
- Build strong relationship with the clients and maintain high maintenance renewal rate
- Regularly collect and review customer feedbacks and communicate with product team for new feature/ enchancements development
- Manage knowledge base and establish necessary documentations and FAQs so that to increaes customer support efficiency
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| Qualification: |
- Degree holder
- Minimum 5 years’ working experience in customer support/ customer services/ call centre operation
- Strong communications, analytical and problem solving skill
- Strong sense of severity level commitment to customers
- Basic technical skill is preferred to communicate well with product development team
- Fluency in spoken and written English, Cantonese and Mandarin
- Proficient in MS Office, PowerPoint and Chinese Word Processing
- Occasionally travelling to China is required
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Remarks:
* We offer 5 days work per week and friendly working environment
* Applicants may apply online or by e-mail your i) full resume, ii) covering letter, iii) current and expected salary to application@radicasys.com or fax to 2607 4211
**Our office can be reached by taking a 10-min mini-bus from Shatin KCR station.
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