Job Description
This position is responsible for providing professional customer service support through online platforms, ensuring timely resolution of user inquiries and concerns. The candidate will actively monitor user feedback, identify recurring issues in product usage, and systematically organize problem reports for internal review. Key responsibilities include maintaining high-quality communication with users in both English and Mandarin, analyzing user behavior patterns, and contributing to the continuous improvement of service processes. The role also involves collaborating with cross-functional teams to address user experience challenges and implement effective solutions.
Key Responsibilities
- Operate online customer service systems to handle user consultations and resolve technical issues promptly
- Document and categorize user-reported problems with detailed descriptions and screenshots for accurate issue tracking
- Conduct regular analysis of service data to identify trends, bottlenecks, and opportunities for process optimization
- Develop and maintain comprehensive user guides, FAQs, and troubleshooting documentation
- Participate in root cause analysis meetings to address systemic issues affecting user satisfaction
- Monitor service performance metrics and provide actionable recommendations for improvement
- Collaborate with product development teams to translate user feedback into feature enhancements
- Ensure compliance with company service standards and data privacy regulations
Job Requirements
- Native or fluent proficiency in both English and Mandarin with excellent written and verbal communication skills
- Proven experience in customer service operations, preferably in SaaS or e-commerce environments
- Strong analytical mindset with ability to interpret user data and identify improvement opportunities
- Basic understanding of business operations and financial systems, with preference for candidates with relevant experience
- Excellent problem-solving skills with ability to develop creative solutions for complex user issues
- Proficiency in using CRM software and ticketing systems for efficient issue management
- Ability to work both remotely and onsite, with requirement to be based in Kuala Lumpur for on-site support
- Strong attention to detail with ability to maintain accurate records of user interactions
- Excellent time management skills to handle multiple support requests simultaneously
- Basic knowledge of web technologies and software troubleshooting methodologies
Qualifications
- Minimum of 2 years' experience in customer service or related field
- Proven track record of improving customer satisfaction scores by 15% or more
- Knowledge of customer service best practices and quality assurance standards
- Ability to work under pressure during peak support periods
- Excellent interpersonal skills with ability to build rapport with diverse user groups
- Proficiency in using data visualization tools for reporting analysis results
- Basic understanding of project management principles for coordinating issue resolution
- Ability to adapt to changing business requirements and service protocols
- Excellent organizational skills for managing multiple support channels simultaneously
- Knowledge of customer service automation tools and AI chatbot technologies
