Key Responsibilities
- Handle customer inquiries via email, live chat, and phone in a professional and timely manner.
- Provide accurate information regarding products, services, and company policies.
- Troubleshoot and resolve customer issues, escalating complex cases to relevant departments when necessary.
- Maintain detailed and accurate records of customer interactions and resolutions using CRM systems.
- Collaborate with cross-functional teams to ensure customer feedback is addressed and service improvements are implemented.
- Assist in updating and creating customer support documentation and FAQs.
- Identify trends in customer queries to proactively provide solutions and improve the overall customer experience.
- Deliver exceptional service to ensure customer satisfaction and retention.
Requirements
- Proven experience in a customer support or similar role.
- Proficiency in Mandarin and English, with excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to manage multiple inquiries and tasks in a fast-paced environment.
- Familiarity with CRM systems and customer support software.
- Empathy, patience, and a customer-centric approach to service.
- Ability to work effectively in a team and independently.