Online Customer Service Specialist

2 days ago

Singapore GOCODE PTE. LTD. Full time

**Job Overview**:
We are seeking a tenacious and resilient Online Customer Service Specialist to tackle complex customer issues and provide unwavering support through various digital platforms. As an integral member of our team, you will be tasked with handling intricate customer inquiries, navigating intricate problems, and ensuring customer satisfaction amidst demanding scenarios.

**Key Responsibilities:
**Resolution of Complex Issues**: Dive headfirst into convoluted customer concerns, demonstrating an unwavering commitment to dissecting intricate problems, proposing comprehensive solutions, and managing follow-ups to ensure resolution.

**Advanced Troubleshooting**: Handle escalated technical queries with the determination to dig deep, isolate root causes, and work collaboratively with internal teams to pinpoint and implement effective solutions.

**Crucial Decision-Making**: Make high-stakes decisions under pressure, utilizing limited information to determine appropriate actions that align with company policies and customer expectations.

**Adverse Customer Interactions**: Manage challenging customer interactions with a composed demeanor, effectively defusing tense situations and converting dissatisfaction into constructive dialogues.

**Data-Driven Insights**: Leverage customer interactions to extract meaningful insights, highlighting pain points, trends, and opportunities for process enhancement, then communicate these findings to relevant stakeholders.

**Constant Learning Curve**: Maintain an up-to-date knowledge of our ever-evolving products, services, policies, and industry trends, adapting swiftly to shifts and utilizing your expertise to contribute to team development.

**Metrics Excellence**: Must meet or exceed stringent **weekly **performance targets, including response times, resolution rates, and customer satisfaction scores, all while working meticulously to uphold the highest standards of quality.

**Qualifications**:

- Extensive background in navigating intricate customer service environments, preferably with a focus on e-commerce or tech industries.
- Impeccable communication skills in written and verbal forms, with an exceptional command of language and the ability to articulate complex information effectively.
- Demonstrated expertise in dissecting multifaceted problems, employing resourcefulness to find viable solutions, and maintaining a relentless attitude in the face of challenges.
- Proficiency in utilizing a wide array of digital communication tools, CRM systems, and technical troubleshooting strategies.
- Resilience in managing high-pressure scenarios, tight deadlines, and the ability to maintain composure when confronted with adversity.
- Ability to swiftly adapt to ever-changing circumstances, adjusting strategies and approaches in real-time to accommodate varying customer needs.
- Adept at managing conflict, adeptly defusing tensions and transforming negativity into productive interactions.
- Must be able to effectively communicate with Chinese-speaking individuals, clients, and colleagues in various contexts.
- A commitment to personal and professional growth, seeking ways to enhance skills and contribute to the evolution of the customer service function.

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