Job Description

• Deliver exceptional customer experience by adhering to AVANA Golden Standard of Customer Success: keeping our merchants happy.
• Follow up frequently with merchants throughout the life of their subscription and issue reports.
• Able to deliver effective management of time and documentation - especially when disputes arise.
• Works with other teams (Marketing and Creative, Sales, Partnership) to develop campaign timelines coinciding with new product releases, ad campaigns, or other brand messages.
• Manage new leads from support inquiries with the end goal to get them to subscribe.
• Replying to incoming contacts, responding to complaints from merchants and resellers, informing the incoming contact, blasting promos (if we are running campaigns), following up customers, making sure they do not encounter any difficulties in using AVANA.
• Helping customers in filling website data (e.g. uploading photo products).
• Stay up to date with AVANA’s promos, incentives, policies and procedures.
• Strive to meet individual and team key performance metrics. 
• Be flexible in changing shift schedules and work during weekends and holidays.

Job Requirements

• At least 1 year of experience in dealing with customer inquiries via live chat / email / WhatsApp.
• Able to speak and write in Mandarin, English and Malay. 
• Patience in dealing with daily disputes and bug errors.
• Be proficient with technology.
• Care about the details and be proactive in taking actions.
• Have strong reading and writing skills.
• Have a track record of being resourceful and getting things done.
• Be able to work under pressure.
• Be empathetic.
• Be a good communicator.

Additional Info