Customer Service Specialist (English/ Mandarin)

- Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
- Effective end-to-end escalation management, driving fast and accurate resolutions for our customers.
- Leads strategic projects designed to improve resolution times and customer satisfaction and increase efficiency.
- Set and manage support expectations with customers.
- Drive high-risk issues to resolution by establishing clear communication channels, documenting and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
- Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.
- Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.
- Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.
Yêu cầu công việc
- Bachelor's degree in technology, business, or equivalent field.
- From 1 year of experience in customer service, technology industry, or related experience is preferred
- Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
- Strong written and verbal communication skills bilingual in English and Mandarin
- Understanding of reactive case lifecycle and troubleshooting methodology.
- Strong judgment, decision-making skills, and ability to work under continual deadline pressure.
- Excellent at multitasking, task prioritization, and time management.
- Collaborative team player with strong stakeholder management skills
Quyền lợi được hưởng
- Competitive salary package
- 100% salary provided during the 3-months OJT period
- 100% salary coverage for social insurance
- Premium PJICO health insurance
- Immersive global environment with daily English practice
- Flexible working hours, focus on performance & work efficiency
- Top-notch office space meeting international standards, complimentary tea and coffee in the pantry, and leisure sports options like table tennis and foosball