Job responsibilities

• Manage incoming calls, emails, live chat, social media messages in Zendesk system;
• Direct customers to the right feedback channel/handler to efficiently handle customer needs; 
• Identify and assess customers’ needs to achieve satisfaction; 
• Gather input to enrich our knowledge in product application and continual improvement; 
• Collect customer complaint information and feedback for internal improvement; 
• Complete dispute handling with a perfect solution; 
• Weekly reporting of work performance.

Qualifications

• 1 to 3 years’ experience in oversea customer service; 
• Overseas study experience or higher than bachelor's degree; 
• Proficient in the use of office software; 
• Excellent communication skills (written & verbal); 
• Proficient in English and Chinese; 
• Customer oriented, good sense of customer service; 
• Possess pleasant, yet assertive telephone personality with good listening skills; 
• Good logical thinking and problem solving skills; 
• Experience in Zendesk system is preferred; 
• Experience in FMCG industry is preferred.