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Customer Support Specialist

Job Title: Customer Support Specialist
Contract Type: Permanent
Location: Singapore
Industry:
Salary: $0 - 50 k
Start Date: 04 Dec 2020
Reference: en-62652
Contact Name: Honghao.Lim
Contact Email: Honghao.Lim@jac-recruitment.com
Job Published: December 04, 2020 15:42

Job Description

Seeking a Customer Support Specialist who is passionate about providing our customers with a top-notch experience. You will be the first line of contact for general queries and support related issues for a large percentage of our customers throughout Asia. Working with a cross functional team, you will be responsible for driving customer experience excellence through providing technical support and superior service. 

You will:

● Investigate and resolve customer questions and issues through working across live chat, phone and email using primarily Intercom

● Own customer communications from initial contact until resolution – escalating issues to relevant departments as needed.

● Use technical troubleshooting to identify and documents bugs, test, reproduce, report, and work with engineering to assist with a fix and test/verify.

● Partner with cross functional teams to integrate new customer onboarding/experience technologies and practices and partner with Account Managers to help onboard customers

● Continuously work towards enhancing the support processes, optimizing workflows, and improving operational efficiency

● Gather collective customer feedback and data analytically in CRM to aide in enhancement of our product and drive high levels of customer satisfaction
 
Requirements: 
 
To be successful in this position you will need to have excellent communication skills (both internal and external) and great attention to detail. You will have a good balance of commercial and technical knowledge.

 

● Previous experience working in a customer or technical support role

● Ability to communicate to customers with a level of empathy ● Experience working with Intercom 

● Good analytical skills with the ability to troubleshoot and resolve issues quickly

● Passionate about striving to provide a great customer experience
 

 

 

Due to the high volume of applicants, we regret that only shortlisted candidates will be notified



EA License: 90C3026 | EA Personnel: R1982475 | EA Personnel Name: Lim Hong Hao