Mandarin Speaker - Customer Service

Responsibilities

• Answers incoming calls, faxes, postal mail and emails relating to the program supported
• Provides information about the programs supported to enable customers to access the programs and the associated benefits
• Identifies customer requirements and ensures they are answered or routed through the appropriate support area
• Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be confirmed
• Ensures that activities and tasks required are performed and or documented in Microsoft tools where provided
• Follows correct processes and procedures for changes in Microsoft supplied tools as required
• Performs all procedures accurately, including following Microsoft documented call flows, work processes, data entry requirements, and complaint management processes.
• Provide call backs an...