Customer Service Representative- Permanent Roles (Korean, Mandarin, Cantonese & US English) @ Kuala Lumpur & Cyberjaya.

  • Accion Labs
  • Kuala Lumpur, & Cyberjaya
  • Mar 12, 2019
Full time Computer and Information Systems Managers Computer User Support Specialists

Job Description

Role- Sales & Retention Customer Service (Mandarin Speaking)

Position Summary: 

A CSS-Sales and Retention Customer Service Representative’s role is to handle all incoming inquiries on Microsoft’s products, technologies, programs, policies and services. They are able to handle inquiries via all media channels both inbound and outbound. The CSS-Sales and Retention CSR is required to represent Microsoft appropriately to all customer segments and partners.  

Duties and Responsibilities:

  • Answers incoming phone calls on the Microsoft Customer Service lines.
  • Provides a high-level of professional, competent sales or retention assistance
  • Identifies customer requirements and qualifies a 20% solution sales tele qualified lead Opportunity using BANT framework
  • Adhere to MS Privacy policies for handling customer PII data
  • Ensure all qualified sales opportunities created are in line with sales quality framework
  • Ensure all coding across all tools is within coding accuracy targets
  • Ensure the optimum CPE through implementation of the ExSell methodology.


Role- Customer Service Representative (Korean, Cantonese & US English)

Position Summary:

The Customer Service Representative Role is to handle incoming program inquiries from Microsoft Partners and Customers. They are able to handle inquiries via all media channels supported for both inbound and outbound services.



  • 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 and or call downs to subscribers and partners as required


Years of experience

1 - 2 years  

Required Languages

English,   Mandarin,   Chinese,   Korean  

Do you accept foreigners


Additional Information (eg. Company Benefits or Project Details)

Foreigners with Native Language skill (for any of the language- Korean, Cantonese, Mandarin or US English) are welcome to apply.