Reporter

Role DescriptionWe are seeking an empathetic, solutions-oriented, and customer-obsessed Customer Service Assistant / Customer Service Coordinator / Customer Service Executive 🎧✨ to deliver exceptional client support, drive first-contact resolution, and elevate brand loyalty across every touchpoint! In this core front-line role, you will report directly to the Customer Service Lead, Support Manager, or Head of Client Experience 📊 and collaborate closely with Logistics & Fulfillment, Sales Teams, Technical Support, Quality Assurance, Finance, and Product Specialists 🤝. You will be responsible for managing multi-channel customer communications (email, live chat, phone, social media), resolving client inquiries, handling complaint escalations, and maintaining flawless customer relationship logs 🏢. Responsibilities include resolving product and order queries 📦, processing exchanges and return refunds 💳, updating Helpdesk ticketing queues, conducting post-service follow-ups, documenting recurring customer pain points for product improvements, and maintaining strict compliance with service level agreements (SLAs). Success in this position requires high emotional intelligence, proficiency in CRM platforms and data tracking spreadsheets 📈, strict customer data privacy adherence 🔒, and exceptional de-escalation communication skills! 🚀
Qualifications
🎓 Education: Bachelor's degree or Diploma in Customer Service Management, Business Administration, Mass Communication, Hospitality, or a related field. 💼 Customer Service & Client Support Operations: 1–3 years of progressive experience handling omni-channel customer service, client support desk operations, or call center environment interactions. 🎧 Omni-Channel Escalation Management: Proven ability to handle high volumes of customer interactions via email, live web chat, telephony systems, and social media channels while maintaining high Customer Satisfaction (CSAT) scores. 📦 Order Fulfillment & Claims Processing: Experience tracking shipment statuses, processing product returns/refunds, managing billing queries, and resolving missing order escalations in coordination with Logistics. 💬 De-escalation & Problem Resolution: Outstanding interpersonal skills to calm frustrated callers, handle complex customer feedback diplomatically, and drive swift first-contact resolution (FCR). 💻 CRM & Ticketing System Proficiency: Hands-on experience operating enterprise Customer Relationship Management (CRM) tools and support platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, or Zoho Desk) 🛠️. 📊 Spreadsheet Analytics & Support Metrics: Intermediate skills in Microsoft Excel / Google Sheets (VLOOKUP/XLOOKUP, Pivot Tables, SUMIFS, and trend categorization) 📈 to track ticket resolution times, escalation patterns, and CSAT metrics. 🔒 Data Governance & Privacy Protection: Uncompromising commitment to maintaining user account confidentiality and strictly adhering to personal data privacy regulations (e.g., PDPA/GDPR) when handling client profile data. 🗣️ Communication & Active Listening Skills: Native or fluent written and verbal communication skills with strong active listening capabilities and high typing speed/accuracy. 🌟 Professional Attributes: Deep empathy, high patience, sharp problem-solving agility, composure under pressure, and a passion for creating memorable, positive customer experiences! ⚡

Work arrangement
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