Customer Service Executive- Mandarin/ English/ Japanese

Job Purpose:
The Customer Service Representative will be responsible for providing exceptional customer support via both telephone and email. This role involves handling inquiries, resolving issues, providing product or service information, and ensuring a positive experience for every customer. The ideal candidate will possess strong communication skills, problem-solving abilities, and the ability to manage a variety of customer needs efficiently and professionally. We are seeking candidates proficient in Mandarin or English to better serve our Mandarin or English-speaking customers."

Key Responsibilities:

Call Support:

• Respond to inbound/outbound customer calls in a professional and courteous manner.
• Address customer inquiries, provide accurate information, and resolve issues in a timely manner.
• Escalate complex or unresolved issues to the appropriate department or manager.
• Maintain detailed and accurate records of customer interactions, transactions, and feedback in the CRM system.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.
• Meet or exceed individual and team performance metrics such as response time, resolution time, and customer satisfaction scores.

Email Support:

• Respond to customer inquiries, complaints, or requests via email promptly and professionally.
• Compose clear, concise, and empathetic responses to customers' queries, ensuring accuracy in information provided.
• Prioritize and manage incoming emails, ensuring timely follow-up on all issues.
• Resolve product or service-related problems by clarifying the customer’s complaint, determining the cause, and offering a suitable solution or alternative.
• Monitor and manage the customer service inbox, ensuring no email goes unanswered for an extended period.
• Ensure email responses meet company standards in terms of tone, clarity, and professionalism.

Customer Interaction Management:

• Provide consistent, high-quality customer service to both phone and email customers, ensuring a positive experience with the company.
• Maintain a strong understanding of the company’s products, services, policies, and procedures to offer accurate and helpful information.
• Actively listen to customers, demonstrate empathy, and ensure that their concerns are addressed effectively.
• Identify opportunities for improvement in customer service processes and suggest actionable solutions.
• Stay up-to-date with new product updates, company policies, and industry trends to better assist customers.

• High school diploma or equivalent
• Proven experience in customer service, preferably in both call and email support roles.
• Excellent verbal and written communication skills with the ability to engage customers in a friendly and professional manner.
• Strong problem-solving and decision-making skills.
• Ability to multi-task, manage time effectively, and prioritize workloads.
• Empathy and patience in handling customer concerns.
• Detail-oriented with strong organizational skills.

Desirable Skills:

• Previous experience with live chat support or social media customer service.

• Competitive salary.
• Contractual bonus and performance bonus
• Health and wellness benefits.
• Professional development opportunities.
• Supportive work environment & more
• Working Conditions:
• Full-time position.
• Normal day time working hours only
• Hybrid work arrangement