CUSTOMER SERVICE SUPPORT

Job Summary

Handle customer enquiries and feedback via livechat and email, provide accurate translations of product communications, coordinate internally to resolve issues, and support payment reconciliation and withdrawal processes to enhance global customer experience.

Responsibilities

• Respond promptly and efficiently to customer enquiries and feedback through livechat and email to resolve issues and questions
• Translate product information and customer communications such as newsletters and emails to ensure clarity and consistency
• Develop deep knowledge of products and internal software to assist customers effectively
• Coordinate with internal teams to ensure timely and accurate resolution of customer enquiries
• Collect and relay customer feedback to business partners to drive improvements in customer experience
• Document new customer information and operational workflows accurately
• Reconcile customer payments across various third-party systems to maintain financial accuracy
• Process customer withdrawals using internal systems efficiently
• Support sales teams by clarifying global customer enquiries related to payments and outstanding issues
• Collaborate with functional groups and IT to enhance settlement processes
• Maintain a positive and supportive attitude in all customers and team interactions

Required competencies and certifications

• Minimum 1–2 years of relevant experience in a related field
• Recognized tertiary qualification (Diploma or Degree)
• Advanced proficiency in Microsoft Excel, including formulas, functions, and data analysis
• Ability to adapt quickly and perform effectively in a fast-paced environment while meeting deadlines
• Strong capability to work under pressure with accuracy and attention to detail
• Willingness to work on a rotating shift schedule as operationally required

Preferred competencies and qualifications

• Fluency in Mandarin to communicate effectively with clients requiring Mandarin language support

To join us, please send your CV and cover letter in PDF or Word format to [email protected], including your availability and salary expectations.

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