Job Description

Company Overview: CUSTA is a startup dedicated to updating traditional industries with its mass customization platform. We offer a wide range of printed materials and custom items, from apparel to unique gifts. Our vision \'Better systems, Better world.\' We aspire to become an indispensable social infrastructure in various countries in the coming decade. The Role: Our Customer Service team stands at the forefront of communication with our customers, pivotal in creating satisfaction and trust within our Mass Customize Platform. This role has three main missions: Assisting customers with product selection, artwork design inquiries, and resolving issues related to delivered products. Leveraging graphic design and DTP experience to assist both customers and internal teams with creative production and reviews. Using insights from customer interactions to drive improvements in our platform content, system, and operations, collaborating with teams like Business Development and Product Development to amplify our platform value. Job Responsibilities: Customer Engagement & Satisfaction: Own and enhance all customer touchpoints, including website, phone, email, and chat, ensuring continuous improvement in satisfaction and retention rates. Exceptional Support: Address customer inquiries with high-quality responses, aiming to convert them into loyal customers. Design Consultation: Assist customers with their artwork design needs, ensuring a smooth and delightful service experience. Order Monitoring & DTP: Oversee customer orders, performing DTP tasks for artwork designs to guarantee accuracy and quality. Proactive Improvements: Utilize customer feedback to drive enhancements in our platform content, system, and operations. Cross-Team Collaboration: Work closely with Business Development and Product Development teams, leveraging insights to drive significant improvements. Product Information Management: Regularly update product details through effective communication with production partners. Reporting & Forecasting: Provide clear reports on customer service operations to management, offering insights into future inquiry trends. Team Growth & Support: Play an active role in new customer service members\' hiring, onboarding, and training processes. Job Requirements: Essential : 3+ years of experience in Customer Support, Customer Service, or similar roles. At least 1 year of experience in DTP tasks, preferably in printing or advertising companies. Proficiency in Adobe Illustrator, Adobe Photoshop, and Microsoft Office. Fluent communication, writing, and interpersonal skills in English and Mandarin. Proactive attitude with a history of being appreciated by customers. Experience collaborating with team members to improve services or operations. Plus Factors: Diploma or higher in Art & Design or equivalent. Experience working in the publishing, printing, or advertising industry. Experience as a graphic designer. Experience in Telemarketing or Inside Sales. Ability to speak multiple Asian languages, such as Japanese, Thai, or Vietnamese. Basic Information: Employment Type: Full Time (Probationary Period: 3 Months) Work Style: Onsite - 9am - 6pm, Monday - Friday Benefit & Perks: Time-Off: Weekend, Public Holiday, Paid Leave, Sick Leave Additional Compensation: Performance Bonus Transportation: Nearby Public Transport, Travel/Parking Allowances Culture & Perks: Casual Dress Code, Remote Work Flexibility* * Remote work days may be allowed with prior approval of the supervisor Why CUSTA If you are enthusiastic about startups and excited to be part of launching and expanding a new platform, CUSTA is the perfect place for you. We are looking forward to meeting you!

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