Customer Support (Order Processing, English/chinese)

Job Description

Job description

(1) Customer Inquiries & Support

● Respond promptly to customer inquiries through various channels, including email, live chat, and phone.

● Provide accurate and detailed pricing and delivery information.

● Obtain and evaluate all relevant information to handle inquiries about the company's products and services.

● Perform customer verifications to ensure secure and accurate information exchange.

● Flexibility to work night shifts as scheduled outside regular business hours.

(2) Complaint Resolution:

● Handle and resolve customer complaints in a timely and professional manner.

● Analyze issues to identify root causes and provide effective solutions.

● Ensure a high level of customer satisfaction while maintaining the company’s best interests.

(3) Social Media & Website Management

● Write and post informative content on social media platforms and the company’s website as assigned.

● Engage with customers through social media channels, ensuring responses align with the company’s brand and communication guidelines.

(4) Collaboration & Teamwork

● Collaborate with company partners to ensure seamless delivery of services to customers.

● Maintain clear & open communication with internal teams to address customer needs effectively.

● Complete necessary documentation and handle customer records as assigned.

● Ensure all customer data and documentation are accurate and up-to-date, in line with company policies.

WORKING HOURS:

a/ Company’s Standard Hours:

● Monday - Friday: 8:00 am - 5:30 pm

● Saturday twice per month: 8 am - 5 pm

b/ Customer Service Department:

● Day Shift: 8 am - 5:30 pm

● Evening & Night: Coverage is maintained 24/7 with rotating shifts scheduled as follows:

○ 1 of 4 shifts from 5:30 pm to 8:00 am the next day.

○ Shifts after 5:30 pm can be completed remotely (Work from home).

○ Employees who work any shift starting from 12:00 am onward will have the option to Work from home the following day.

Requirements

● Bachelor’s degree in English/ Chinese, Hospitality, Tourism, Human Resource Management, Business Administration, or a related field.

● No prior experience required, training will be provided.

● Skills:

○ Strong written, reading, and speaking skills in English and/or Chinese (prefer cdd can use both languages)

○ Logical thinking ability to approach and resolve customer inquiries effectively.

○ Ability to...