Technical Problem Solver

4 days ago


Singapore beBeeSupport Full time $4,500 - $6,000
Customer Service Specialist

You will be the go-to person for our offshore contact center team, assisting the Team Leader in managing day-to-day operations, providing insights, advice, and approvals on technical cases escalated by customer service officers.

Key Responsibilities
  • Respond to complex cases, complaints, and VIP customers via emails, live chats, and phone calls in a timely and accurate manner.
  • Review escalated cases and provide advice to frontline agents.
  • Build sustainable relationships and act as liaison between customer service department and business units.
  • Resolve customer complaints, provide solutions, and alternatives within time limits; follow up to ensure resolution and customer satisfaction.
  • Identify emerging product issues, provide insights to Team Leader, and collect data through attention to detail.
  • Audit works submitted by agents to ensure data integrity and accuracy.
  • Analyze customer data and feedback to identify trends and opportunities for improvements.
Requirements
  • Diploma from a recognised institution.
  • Previous experience in a contact center (technical support and e-commerce an advantage).
  • Basic understanding of consumer electronics and smart appliances.
  • Strong interest in consumer electronics and technology.
  • Ability to think critically, make decisions based on risk assessment, and sound judgment.
  • Data-driven approach to generate insights.


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