Customer Service Specialist

Duties and Responsibilities:

• Handle incoming inquiries, mostly received tickets from external or internal customers by accessing tools and systems available, and if necessary, coordinating with other departments.
• Handle escalation from other CS Teams as needed.
• Provide outbound communications and back-office support as needed.
• Provide timely and accurate solutions to internal and external customers.
• Well-versed with internal systems to aid in the extensive investigation process.
• Work closely with other inter-department stakeholders to ensure timely response in helping to resolve customer issues.
• Project a professional company image through phone and email interactions.
• Champion high customer service standards in meeting and exceeding customer expectations, building overall customer satisfaction and loyalty.
• Escalate urgent/critical issues to relevant stakeholders whenever the situation goes beyond the job scope and capabilities
• Other tasks may be assigned by the Assistant Team Lead, Team Lead, Senior Team Lead, Customer Support Manager, and Head of CS.

Qualifications:

• Must have extensive skills in using ticketing systems
• Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required
• Strong phone contact handling skills and active listening
• Can generate creative solutions
• Can work well under pressure
• Must be a team-player
• Must be adaptable to change according to business needs
• Willing to work on shifting schedules and weekends