Customer Support Specialist

2 months ago


Singapur, Singapore PRISM+ Full time

This position will report directly to the Customer Service Team Leader.

As a Customer Support Specialist, you will serve as the primary resource for our offshore Customer Service Representatives. Your responsibilities will include assisting the Customer Service Team Leader in overseeing the daily functions of the contact center. You will provide insights, guidance, and approvals for technical issues escalated by our customer service representatives, as well as manage any intricate cases and complaints as a level 2 support staff. A keen interest in consumer electronics and staying updated with technological advancements is essential. Your primary objective will be to ensure customer satisfaction and deliver a positive experience with our brand.

Key Responsibilities:

  1. Deliver prompt, precise, and high-quality responses to complex inquiries, complaints, and VIP clients through various communication channels including emails, live chats, and phone interactions.
  2. As the second level of support, evaluate escalated cases and offer guidance to frontline agents.
  3. Foster sustainable relationships and act as the intermediary between the customer service department and various business units such as the technical and operations teams.
  4. Address customer complaints, provide suitable solutions and alternatives within specified timeframes; follow up to ensure resolution and customer satisfaction.
  5. Identify emerging product issues and relay insights to the Team Leader promptly through data collection and attention to detail.
  6. Review submissions from agents to ensure data integrity and accuracy.
  7. Analyze customer data and feedback to uncover trends and opportunities for enhancement. Collaborate with the Team Leader to design and implement improvements.

Qualifications:

  • Diploma from a recognized institution.
  • Fluent in professional English; proficiency in another local language (Tamil, Malay, Chinese) is advantageous.
  • Prior experience in a contact center environment (technical support and e-commerce experience is a plus).
  • Basic knowledge of consumer electronics and smart appliances such as monitors and smart TVs.
  • Strong enthusiasm for consumer electronics and technology.
  • Ability to think critically and make decisions based on risk assessment and sound judgment.
  • Self-motivated and committed to personal development - willing to step outside of your comfort zone.
  • Data-driven mindset - capable of generating, structuring, and providing insights from data.

Benefits:

  • Annual outpatient benefits (including dental and optical coverage).
  • Birthday leave.
  • Health insurance.
  • Performance bonuses.
  • Annual salary increments.
  • Complimentary snacks and Bubble Tea Fridays.


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