Customer Support and Service

SUMMARY:

To be a part of Customer success team to support customer on daily basis to ensure that they are still be happy to work with Conicle

DUTIES AND RESPONSIBILITIES:

• Help and support customers on a daily basis to ensure operations run smoothly
• Respond promptly to customer inquiries through various channels such as helpdesk, phone, email and chat
• Cooperate with internal teams; QA/Tester, Software Developer, Customer Success Executive and other related teams to solve customer problems and provide appropriate solutions or alternatives, and then follow up to ensure resolution in accordance with Service Level Agreement (SLA)
• Anticipate customer needs, potential problems and seek out ways to enhance customer service processes so that to increase customer satisfaction and win customer hearts
• Handle customer complaints calmly and keep record of customer interactions, transactions, comments and complaints
• Keep records of issues and arrange report to customers and internal teams
• Process the knowledge transferring session for customers on case by case both on-site and online
• Perform other ad-hoc assignments as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent service mind and good communication skills
• Strong analytical and problem-solving abilities and interpersonal skills, with quick adaptation to new technology, methodology and processes
• Can work independently and work as a team with high sense of responsibility, active towards own works and organization
• Be able to work well in a fast-moving and uncertain environment
• Have a growth mindset of continuous improvement
• SLA/Technical terms is a plus
• Multi-tasking abilities
• Fair command of English
• Proficiency with Microsoft Office (Word, Excel, PowerPoint., etc.)
• Presentation skills is a plus