Customer Service Specialist

Job Description

Customer Support (30%)

· Collect feedback from customers via multiple channel, transfer and follow up request with the relevant teams for continuous improvement.

· Troubleshoot and resolve issues include but not limited on customer experience, billing inquiries, system operation, business corporate inquiries…

· Prepare, improve guideline for users

Operation (60%)

· Identify, follow and report issues to proactively fix problems.

· Manage product delivery activity from IT team to customer, includes testing, training, feedback analysis and timeline.

· Reconciliation data and provide insight, manage the number related with business perspective.

· Paperwork: Prepare payment documents, Minutes of Controls, proposals, ...

· Other project assignments

Process Improvement (10%)

· Maintain workflows to improve efficiency and proficiency.

· Create and maintain documentation for internal processes and tools.

Job Requirement

- More than 5 years  experience in operations or business departments

- Preferably in software product or related customer support and tech major.

-Customer service skills: attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.

-Logical thinking ability, business abstraction, technical understanding and the ability to establish effective communication with other departments on technical issues for implementation

-Proficient in understanding systems, and business context, with the ability to quickly grasp procedures, workflows, and system logic.

-Proficiency in defining and troubleshooting common technical issues related to application platforms.

-Excellent communication and interpersonal skills.

-Good command of spoken and written English.

-Ability to build strong relationships with clients and internal teams.

-Strong analytical thinking and problem-solving skills.

-Proactive and resourceful with a "get things done" attitude.

-Ability to work independently and as part of a team.

-Excellent attention to detail and commitment to quality.

-Able to support Hotline on public holidays and weekends.