Client Support Representatives — Retail brand

QUALIFICATIONS

• Prior experience in customer service
• Excellent spoken and written English communication skills
• Strong technical skills—able to navigate through computer and web application with ease
  • Experience using tools like Freshdesk and Zendesk
• Should be empathic and a real passion for helping people
• With an upbeat and inquisitive personality—eager to learn and stay updated with the client’s products and services
  • Open-minded, prepared to take on new challenges and learn new skills
• Flexible and willing to work in a fast-paced team-oriented environment
• Punctual and committed to work schedules, including the night shift
• Diligent and keen on exceeding expectations and continuously seeking improvement opportunities

RESPONSIBILITIES

• Provide memorable customer experience across various platforms, including email and live chat to:
  • maintain efficient and high-quality ticket response standards;
  • help drive positive customer feedback; and
  • Achieve or even go beyond targeted metrics scores
• Coordinate with department managers in:
  • further investigating and resolving different levels of concerns
  • helping improve services through customer feedback
• Find various opportunities to up-sell and cross-sell where possible
• Perform other tasks as required by the client