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

• Proficient in English (read, write, spoken) 
• Proficient in Mandarin (read, write, spoken) 
• Understand technical software and be able to investigate to provide customer solutions
• Must excel in customer service using various forms of communication channels including, but not limited to, emails, telephone and chat.
• Experience with a support tools such as Zendesk, Freshdesk or other customer touch point tools will be highly regarded
• 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.
• Fluent (written and spoken) in both English and Mandarin is a mandatory requirement
• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious.
• 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.
• A strong sense of urgency.
• Analytical, well organized and able to multi-task with strong prioritization skills, problem solving capabilities and manage time effectively.
• Educate and empower customers by guiding them on how best use our system and website.
• 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.
• Ability to stay calm when customers are stressed or upset.
• Proactively look for solutions to problems and propose improvements if something could work better.
• A quicker learner and have the desire and passion to learn, master and teach.
• Flexible with working hours (primarily APAC hours currently).
• Good time management and a team player.
• Experience working effectively with diverse groups.
• Must possess at least a High School or Diploma level of qualification of any field; preferably Finance or Information Technology.
• Candidate must possess at least Higher Secondary/STPM/"A" Level/Pre-U
• Required language(s): English, Mandarin
• At least 3 Year(s) of working experience in the related field is required for this position.
• Required Skill(s): Balance multiple tasks, Use multiple systems, Run SQL Query scripts
• Preferably Junior Executive specialized in Customer Service or equivalent.

Additional Info