Customer Service (NIGHT SHIFT) - Continuous Learning Opportunities

Role Description

Deliver exceptional customer support via live chat on prominent e-commerce platforms such as Shopee and Lazada & etc, aiming to enhance the lifetime value and overall satisfaction of the company's aftersales service.

Offer strategic and consultative guidance, actively resolving technical issues for a diverse range of businesses within your market. Exhibit a quick grasp of new technical skills and a proactive approach to staying informed about the company's technical and product details.

Job Responsibility

Provide exceptional customer service to company users through live chat, addressing product selection, services, and resolving issues promptly. Prioritize key performance indicators, including customer satisfaction, first-time resolution, efficiency, and quality metrics. Proactively generate innovative ideas to enhance processes, products, and support services. Collaborate with less experienced colleagues, offering support through joint working, monitoring, direct feedback, and knowledge sharing. Participate in training sessions on new/updated products or procedures.

Job Requirements

• High school degree required; college degree preferred. Minimum 1 year of experience in customer service/sales. 
• Optional experience in the Home Applicant industry. 
• Optional familiarity with Customer Relationship Management (CRM) tools. Excellent communication skills in both Mandarin and English, both verbal and written. 
• Proven analytical and problem-solving skills. Server knowledge and troubleshooting skills are advantageous. 
• Effectively convey technical topics to callers with varying technical skill levels. 
• Able to work within tight time constraints while maintaining high-quality customer service, providing excellent documentation, and demonstrating professionalism and courtesy. 
• Capable of working independently and collaboratively within a team. 
• Adaptability to an ambiguous and changing work environment. 

Job Responsibility

• Provide outstanding customer service to company's users over live chat regarding product selection, services and issues
• Focus on delivering on key results like customer satisfaction, first time resolution, efficiency and quality metrics.
• Proactively develop innovative ideas to drive process, product and support improvements. 
• Support less experienced colleagues on the desk through joint working, monitoring, direct feedback and knowledge sharing.
• Attend training on new/updated products or procedures.