Job Description

Join Our Team as a Junior Customer Support Agent

Spoken and written fluency in English and Mandarin is mandatory.

About us:

We value creativity with technology to deliver world-class experiences. From marketing and product development to customer support and financial reporting, our teams are changing the game. 

Our success is driven by core values deeply embedded in our culture. We believe in transparency, always being clear, open, and honest. We are goal-focused, relentlessly pursuing our targets. Adaptability is key - we embrace change and use it to excel. Kaizen guides us, as we continuously improve, test, and refine.

About the role:

Are you passionate about delivering excellent customer service?

As a Junior Customer Support Agent, you will be the first point of contact for our customers, providing exceptional support and ensuring a seamless experience.

The impact you will have:

• Customer Interaction: Respond promptly to customer inquiries via chat and email, assisting them with their issues. Troubleshoot and escalate as needed, while handling customer disputes and reporting any suspicious activity. Focus on building strong customer relationships to enhance satisfaction and loyalty.
• Problem Resolution: Provide accurate and efficient resolutions to customer concerns.
• Record Keeping: Maintain detailed records of customer interactions and document recurring issues.
• Stay Informed: Stay updated on new procedures, and attend training sessions and team meetings to stay informed.
• Collaboration: Coordinate with other departments to resolve customer issues and improve customer experience.
• Feedback Contribution: Share insights in team meetings to enhance customer satisfaction strategies.

Team and work structure:

• Team Composition: Join a friendly and efficient team composed of Junior Agents, Senior Agents, and Shift Leaders, providing a supportive and positive work environment.
• Shift Flexibility: Work across three rotating shifts - Morning, Mid-shift, and Afternoon shifts, ensuring variety and flexibility in your work schedule.
• Work Schedule: Enjoy a balanced work-life schedule with 5 working days per week, including weekends, and two days off.
• Chat Management: Start with a reasonable chat limit of 6 as a Junior Agent, progressing to 8 as you advance to a Senior Agent.
• Professional Development: Benefit from continuous training and growth opportunities, enabling you to advance your career to a senior agent position within 6 months based on your performance, which comes with enhanced perks.

Competencies:

• Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and colleagues.
• Problem Solving: Strong analytical and problem-solving abilities to address customer issues efficiently and creatively.
• Empathy and Resilience: Empathy and compassion towards customer concerns, with the ability to stay calm and maintain professionalism under pressure, managing challenging situations with composure.
• Attention to Detail: Meticulous attention to detail to maintain accuracy in customer records and resolve inquiries comprehensively.
• Adaptability: Flexibility and willingness to learn, adapting quickly to evolving procedures and customer needs in a dynamic industry.
• Teamwork: Strong teamwork skills, collaborating effectively with cross-functional teams to deliver seamless customer service.
• Time Management: Excellent organizational skills and ability to prioritize tasks in a fast-paced environment, ensuring timely responses and resolutions.

Requirements:

• Spoken and written fluency in English and Mandarin.
• High school diploma or equivalent.
• At least 1 year of experience in customer service or a related field, such as sales.
• Proficiency with customer service software and tools such as Slack, Discord, Intercom, LiveChat, Deputy, etc
• Familiarity with customer service software and tools.

Benefits of being part of our team:

• Flexible and Remote Working: Work from anywhere, supporting your work-life balance.
• Career Growth: We’re committed to your development, offering training and advancement opportunities.
• Performance Bonuses: Earn bonuses based on company and personal performance.
• Extra Paid Annual Leave: Enjoy 22 days of vacation, with an additional day added for each year of employment, up to a maximum of 26 days.
• Special Birthday Perk: Take your birthday off after a year of employment to celebrate!

Job Requirements

Skills