Key Responsibilities

• Handle inbound customer inquiries and complaints via email, live chat, and other available communication channels.
• Log, track, and update customer support inquiries using the official ticketing system.
• Provide accurate, complete, and timely information using appropriate support methods.
• Manage customer expectations and resolve complaints by providing suitable solutions with proper follow-up.
• Coordinate with internal teams (Support, Account Managers, Development) to ensure customer issues are resolved efficiently.
• Assist Team Leaders and Managers in reviewing processes, identifying service gaps, and suggesting improvements for better efficiency.
• Communicate scheduled maintenance activities affecting production environments and provide timely updates in accordance with SLA requirements.
• Follow up on escalated incidents and service requests, ensuring customers are regularly updated on progress and resolution.
• Work closely with Customers and Account Managers to ensure customer needs and requirements are met.
• Uphold and commit to the department’s mission, vision, values, and annual objectives.

Qualifications

• Excellent customer service and problem-solving skills.
• Strong verbal and written communication and interpersonal skills.
• Ability to accept constructive feedback and continuously improve both technical and soft skills.
• Experience in customer service or a call center environment is an advantage.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, etc.).
• Willing to work on a rotational shift schedule (morning, afternoon, and night; 5 days a week).
• Advanced verbal and written English skills are required.
• Advanced verbal and written Mandarin/Cantonese is an advantage