Surveillance Operator(Mandarin and English)

Job Role:

Service center agent

Job Description:

As a Service Agent, you will be to monitor and evaluate security surveillance videos for customers, intake, handle service requests, and communicate with relevant parties to ensure service obligation is fulfilled. You will play a crucial role in ensuring quality customer service and adherence to company standards and guidelines. Your duties will involve actively listening to calls, providing feedback and coaching to agents, and documenting call performance metrics.

Key Responsibilities:

Customer Support: Monitoring Security system and surveillance camera systems, capturing and responding to security incidences, and taking incoming calls, emails, or chat inquiries from customers seeking assistance, information, or resolution to their issues. Provide prompt, professional, and courteous service, addressing customer concerns and inquiries effectively.

Issue Resolution: Diagnose and troubleshoot customer issues by actively listening, asking probing questions, and gathering relevant information. Provide accurate and timely solutions or escalate complex issues to appropriate teams or supervisors for further assistance.

Documentation: Accurately and thoroughly document customer interactions, inquiries, issues, and resolutions in the designated customer relationship management (CRM) system or other tracking tools. Maintain a comprehensive record of customer interactions for future reference and analysis.

Product/Service Knowledge: Develop a deep understanding of the company's products, services, policies, and procedures. Stay up to date with product updates or changes to effectively address customer inquiries and provide accurate information.

Customer Satisfaction: Ensure customer satisfaction by promptly and effectively addressing their needs and concerns. Strive to exceed customer expectations and go the extra mile to provide exceptional service.

Escalation Management: Identify and escalate unresolved or complex customer issues to the appropriate channels.

Job Type: Full-time

Pay: From $19.00 per hour

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• On-site parking

Flexible language requirement:

• French not required

Schedule:

• Day shift
• Monday to Friday

Language:

• Mandarin (required)

Work Location: In person