Customer Service Representative

Overview

• Provide exceptional customer service to B2B and B2C clients, ensuring timely and professional responses to inquiries.
• Assist clients with pre-sales and after-sales processes, including product returns and navigating the website.
• Collaborate with the sales team to identify and pursue opportunities for account expansion and upselling.
• Analyze customer feedback to suggest improvements and enhance overall customer experience.
• Create instructional documents and FAQs to support customer understanding and satisfaction.
• Work closely with team members in the US office and report to international management.
• Maintain high standards of communication, responding to emails, chats, and calls promptly.
• Provide solutions to diverse customer queries, ensuring a positive and professional approach.

Key Responsibilities & Duties

• Resolve customer issues and provide assistance for pre-sales and after-sales requests.
• Respond promptly to inquiries across multiple channels, including live chat, email, and phone.
• Conduct regular check-ins with high-potential customers to ensure satisfaction and identify opportunities.
• Collaborate with the sales team to expand accounts and pursue upselling opportunities.
• Collect and analyze customer feedback to drive improvements in customer experience.
• Develop and maintain instructional materials to enhance customer understanding of processes.
• Work effectively with international management and local team members to achieve goals.
• Ensure timely and professional communication with customers to deliver outstanding service.

Job Requirements

• Bachelor of Arts (BA) degree required.
• Minimum of 2 years of experience in customer service, with preference for 5 years.
• Strong verbal and written communication skills, with ability to handle multiple inquiries simultaneously.
• Experience in B2B customer service preferred, with openness to B2C backgrounds.
• Proficiency in managing customer interactions across various channels, including live chat and email.
• Ability to analyze customer feedback and collaborate with teams for process improvements.
• Capability to create instructional materials and FAQs to support customer understanding.
• Flexibility to work on-site and collaborate with both local and international teams.