Customer Service Support

As a Customer Service and Telemarketer at myFirst, you will be the face of our company, responsible for providing outstanding support to our customers. You'll play a vital role in ensuring our young customers and their parents have a positive experience with our products. Here are your key responsibilities:

• Respond to customer inquiries and provide accurate information and solutions in a timely and friendly manner.
• Troubleshoot 1st level technical issues and provide support through phone, email, chat and WhatsApp.
• Manage and resolve customer complaints and escalate to appropriate teams when necessary.
• Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Collaborate with cross-functional teams to improve customer experience and provide feedback on customer issues.
• Identify opportunities to upsell and promote company products and services to customers.
• Stay updated on company products, services, and policies.
• Meet or exceed performance targets and KPIs.
• Make outbound calls to potential customers and share information about products and services.
• Meet quotas for calls and perform customized targeted cold calling sales strategies.
• Coordinate with operation and eCommerce team to ensure customer's special requests are fulfilled.
• Process product warranties, refunds and returns.
• Other ad-hoc instruction or task given by manager.

• Knowledge on sales and marketing and ability to communicate in Mandarin, Cantonese, Spanish, French, German, Japanese, Korean, or Vietnamese, is a plus point.
• High school, Diploma or equivalent; college degree preferred.
• More than one (1) year of experience in customer service or technical support.
• Excellent communication skills, both written and verbal.
• Ability to multitask and prioritize tasks effectively.
• Strong problem-solving skills and attention to detail.
• Experience with customer service software and tools, such as Zendesk.
• Familiarity with CRM systems and online communication platforms.
• Ability to work flexible hours, including weekends and holidays (upon request).
• Must be willing to work on shift basis and weekend.
• Committed, responsible and positive attitude.
• Ability to work under pressure and work independently in fast pace environment.
• Fast learning skill that able to pick up new products knowledge easily.
• Tech savvy person, proficient in the use of IT and software, familiar with kids tech product or various kind of electronic devices.
• Willing to work 5-6 days a week, 40-45 hours per week (Rotational shifts)

• Learning Opportunities at myFirst:
• At myFirst, we encourage employees to take on multiple roles, fostering a dynamic learning environment. You can broaden your skill set and gain experience in various areas, enhancing your personal growth.
• Career Growth with myFirst: At myFirst, there are significant career growth opportunities as the company continues to expand. You can advance quickly and take on higher-level responsibilities as you grow along with the organization.
• Networking Opportunities with myFirst: Working at myFirst allows you to interact with a diverse group of talented individuals in the kids' tech industry. This leads to valuable networking opportunities and connections within the tech sector.
• Dynamic Environment at myFirst: myFirst is a dynamic and ever-evolving company, making your work exciting and filled with unexpected challenges, which is ideal for those who thrive in dynamic work environments.
• Sense of Community at myFirst: Working at myFirst means being part of a close-knit community. Our smaller team size fosters strong working relationships and a sense of camaraderie among employees.