Job Description

• Manage medium to large amounts of incoming calls, emails and tickets (via email, social media) from customers. 
• Analyse and responding promptly to customer inquiries, requests or issues. 
• Performing first call resolution where possible effectively to reduce escalation to support teams. 
• Provide accurate, valid and complete information about the ticket raised by the customer in ZenDesk before and after escalating to ticket to another resolver group. 
• Develop and maintain a productive relationship and interaction with all callers, while providing personalized, and consultative education and information. 
• Serve as liaison between customer support team, management and customer to improve customer service, experience and satisfaction. 
• Maintaining a positive, empathetic and professional attitude toward customers at all times. 
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 
• Follow communication procedures, guidelines and policies. 
• Take the extra mile to engage and to deliver the best customer service to all of our customers. 
• Identify and being clear of customers’ needs to achieve satisfaction and improving customer experience. 
• Make informed decisions on customers’ payments solutions to many different clients across Australia, New Zealand and South East Asia. 
• Prepare documentation and reports on routine customer correspondence for future reference purpose. 
• Assist in training peers on improving customer support service and product knowledge. 

Job Requirements

1. Understand technical software and be able to investigate to provide customer solutions 
2. Must excel in customer service using various forms of communication channels including, but not limited to, emails, telephone and chat. 
3. Experience with a support tools such as Zendesk, Freshdesk or other customer touch point tools will be highly regarded 
4. At least 2 to 3 years prior experience in a helpdesk, service desk, call center setting or phone support role however University Graduates may also apply. 
5. Fluent (written and spoken) in both English and Mandarin is a mandatory requirement 
6. Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious. 
7. Strong interpersonal, verbal & written communication skills – You must be able to convey business and technical jargon to a wide audience from personal trainers to small businesses. 
8. A strong sense of urgency. 
9. Analytical, well organized and able to multi-task with strong prioritization skills, problem solving capabilities and manage time effectively. 
10. Educate and empower customers by guiding them on how best use our system and website. 
11. Own the customer experience and work to exceed their expectations. We want to treat our customers as if you would treat a guest in your own home. 
12. Ability to stay calm when customers are stressed or upset. 
13. Proactively look for solutions to problems and propose improvements if something could work better. 
14. A quicker learner and have the desire and passion to learn, master and teach. 
15. Flexible with working hours (primarily APAC hours currently). 
16. Good time management and a team player. 
17. Experience working effectively with diverse groups. 
18. Must possess at least a High School or Diploma level of qualification of any field; preferably Finance or Information Technology. 

1. A great place to work 
2. Flexible working arrangements 
3. A fun team environment 

Additional Info