About this role
- Receives inquiries from customers from various sources (phone and email), answers questions and/or resolves individual problems.
- Coordinates and develops customer relationships by handling customer inquiries on such topics as My Home, invoicing, label and inspection, etc., opening new projects and supporting a smooth communication between customers and UL departments.
- Collects customer product information, identifies the industry that will perform work, and communicates completion time commitments.
- Prioritizes customer needs, determines any special requirements, and obtains required information and samples to open the project.
- Organizes customer information by classifying and segmenting the customer, entering new or updated information into database, etc., using the Customer Relationship Management (CRM) system.
- Provides support for non-technical customer requests, including questions/issues such as billing inquiries, service requests and general UL information.
- Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
- Performs other duties as directed.
- College diploma or above
- At least one year of external customer service experience
- Good interpersonal and communication skills
- Fluent in Mandarin and English
- Experience in Call Center or managing a digital channel is preferable