Job Description

About the job Customer Service - English Speaking - (Reallocation in SEA)

The role of a Customer Success Specialist is in high demand due to increased business engagement via Social Media Platforms. CSAs are responsible for addressing customer inquiries, suggesting solutions, and guiding users through the features and functions of the platform to ensure customer satisfaction with high-quality advertising and promotions.

Responsibilities:

• Responsibly resolving customer inquiries via inbound calls, emails, or live chat in a prompt and accurate manner.
• Identifying customer needs and assisting them in utilizing specific features and functionalities within the platform.
• Conducting follow-ups with customers to ensure the resolution of their technical issues.
• Maintaining in-depth knowledge of client products and adhering to community standards.
• Leveraging market-specific knowledge, signals, and insights to identify and propose scalable solutions for enhancing customer support.
• Identifying workflow inefficiencies and proposing solutions.
• Collecting, analyzing, and applying relevant data to enhance the overall user experience on the platform.
• Recognizing trends and patterns, and escalating issues that fall outside company policy to the global team.

• Demonstrating professionalism in customer service, possessing a solutions-oriented mindset, multitasking abilities, a passion for customers, and a commitment to delivering exceptional customer experiences.
• Previous experience in customer-focused product environments, consulting, or operations roles.
• Ability to follow established processes and collaborate effectively within a team. Excellent written and verbal communication skills in both the native and English languages. Basic computer proficiency.

• Prior experience in inbound call, email, and chat support is advantageous.
• Exceptional grammar and typing accuracy skills, particularly in business communication.
• Patience when handling challenging cases.
• High cultural awareness and sensitivity to the political and social dynamics of the supported market/region.
• Flexibility in accommodating shifting schedules.

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