CUSTOMER SUPPORT EXECUTIVE

Job Summary

Provide professional and responsive customer support through live chat, email, and other online communication channels. Handle customer enquiries and feedback, assist in resolving product and service-related issues, collaborate with internal teams, and contribute to delivering an excellent customer experience across the Company's products and services.

Responsibilities

• Respond promptly and professionally to customer enquiries and feedback via live chat, email, and other online communication channels.
• Provide accurate information and effective solutions to customer questions regarding products and services.
• Translate and proofread customer-facing materials, including announcements, newsletters, emails, Help Centre articles, FAQs, and other communications, ensuring clarity, accuracy, and consistency.
• Develop a strong understanding of the Company's products, services, and internal tools to provide effective customer support.
• Work closely with Product, Operations, Marketing, Technical Support, and other internal teams to ensure customer issues are resolved in a timely and efficient manner.
• Collect, document, and communicate customer feedback to relevant teams to support continuous product and service improvements.
• Maintain accurate records of customer interactions and case resolutions.
• Follow up on customer cases and coordinate with internal stakeholders to ensure timely updates and satisfactory resolutions.
• Contribute to the continuous improvement of customer support processes, knowledge base, and internal documentation.
• Maintain a positive, professional, and customer-focused attitude in all interactions.
• Perform other duties and responsibilities as assigned by the immediate supervisor.

Required competencies and certifications

• Minimum 1–2 years of experience in customer service, customer support, operations support, or a related field.
• Diploma or Degree from a recognised institution.
• Excellent written and verbal communication skills in both English and Chinese to support bilingual customer interactions.
• Proficiency in Microsoft Office applications, particularly Microsoft Excel to manage data and reports effectively.
• Strong learning ability with the capability to quickly understand new products, systems, and business processes.
• Excellent interpersonal, problem-solving, and communication skills.
• Detail-oriented, responsible, and able to manage multiple tasks effectively.
• Ability to perform well in a fast-paced environment while maintaining a high level of accuracy.
• Willingness to work on a rotating shift schedule when required.

Preferred competencies and qualifications

• Fluency in Mandarin to effectively support Mandarin-speaking customers.
• Experience in customer support for online platforms, mobile applications, gaming, SaaS, e-commerce, or other digital products is an advantage.
• Familiarity with CRM platforms, customer support systems, or ticketing tools is preferred.
• Strong customer service mindset with the ability to work collaboratively in a team environment.

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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