Job Description

About the Role:

We are looking for a proactive and customer-focused Customer Service Associate to join our client's team. This role combines top-tier customer service with a strong element of customer engagement and upselling. You'll assist existing users with their inquiries while identifying opportunities to promote additional features, services, or in-app offerings to enhance their overall experience and satisfaction.

Key Responsibilities:

• Provide timely and professional support to customers via livechat.
• Address customer questions, technical issues, and account-related concerns with empathy and efficiency.
• Build strong relationships with users by understanding their preferences, usage patterns, and needs.
• Proactively identify and suggest relevant offerings or features to existing customers based on their activity and potential interests.
• Educate users on premium content, features, or upgrades that enhance their experience.
• Handle objections or hesitations tactfully and effectively, using a consultative approach.
• Collaborate with internal teams to escalate and resolve complex issues as needed.
• Maintain accurate logs of interactions, feedback, and sales-related touchpoints in CRM systems.
• Meet or exceed individual targets related to customer satisfaction, response time, and upsell conversions

Job Requirements

Requirements:

• 1+ years of experience in customer support, customer success, or a sales support role. Fresh graduates are encouraged to apply
• Excellent verbal and written communication skills in Chinese (Mandarin) due to our client's target market.
• A confident, persuasive communicator who can build rapport quickly.
• Strong problem-solving skills with a customer-centric mindset.

Skills