1. Mục tiêu của vị trí (Tại sao cần vị trí này?)/ Goal of position (Why was this position created?)
We are in search of a skilled and enthusiastic Online Customer Service Representative with specific experience in handling online customer interactions. This role is ideal for someone who has a passion for customer service and has previously managed customer inquiries and issues through online messaging platforms. The role may also involve ticket resolution support.
2. Nhiệm vụ (Mô tả công việc chính)/ Tasks (Description of main tasks)
Expertise in Online Messaging: Respond to customer queries via our online messaging system, using your experience to provide efficient and effective solutions.
Ticket Resolution Support: Utilise your skills to assist in managing and resolving customer service tickets as required, ensuring customer satisfaction.
Customer Service Excellence: Maintain a consistently positive, empathetic, and professional attitude towards customers. Promptly and effectively address customer inquiries.
Enhanced Communication and Feedback: Adhere to communication procedures and policies. Proactively engage customers and provide insightful feedback on customer service processes.
Collaborative Team Work: Collaborate with team members to ensure a uniform and high-quality level of customer support.
Maintain Professionalism: Ensure all interactions with customers are conducted with the utmost professionalism and courtesy.
Cùng với các nhiệm vụ được nêu trên, người phụ trách vị trí này phải thực hiện các công việc có liên quan đến trách nhiệm của mình được giao bởi cấp trên. (In addition to the duties listed above, the position holder must carry out tasks assigned by his supervisor that are essentially related to his duties).
Job Requirement
Proven experience in online customer service, specifically in handling online messages.
Exceptional Proficiency in English: Strong reading, writing, listening, and spoken English skills are essential. Candidates must have impeccable English communication abilities.
Fast Typing Skills: A minimum typing speed of 40 words per minute (WPM) is required.
Automotive Suspension and Mechanical Experience: While not mandatory, having knowledge in this area is beneficial.
Excellent Communication Skills: Demonstrated ability to communicate effectively, both in writing and verbally.
Strong Problem-Solving Abilities: The capacity to analyze and solve complex customer issues.
Demonstrated ability to deliver superior customer service and genuinely enjoy helping customers.
Familiarity with CRM systems and practices.
Strong multitasking, prioritization, and time management skills.
High school diploma or equivalent; college degree preferred.
Experience with Freshdesk / freshsales is good but not required.
