Customer Support Call Executive - China

Job Description

Customer Support Call Executive is a role responsible for obtaining and verifying client information, processing client requests, and providing problem-solving skills to existing clients by answering telephone calls. 

Responsibilities

• To learn about the organization’s products and services, and keep up-to-date with any changes to them.
• To handle calls, emails and case inquiries effectively.
• To handle high-value customers via calls, and follow up on their issues by callback.
• To call back high-value customers from missed calls. 
• To provide support to the CSE team with challenging cases during chat when necessary.
• To assist the team with urgent templates during the incidents. 
• To take responsibility for diminishing regional call abandoned rates and ensuring the optimal functionality of the call lines.
• To initiate regular and personalized follow-up communications with clients, such as phone calls, and emails. Proactively providing updates and offering assistance.
• To collaborate with internal teams and ensure a coordinated and cohesive approach to serve clients.
• To identify customers’ needs, clarify information, and research every issue by answering telephone calls and processing client's requests accordingly.
• To build sustainable relationships and engage customers by doing the extra mile.
• To ensure operating systems are functioning properly and report to the Team Leader or Shift Operation Supervisor if it fails.
• To provide effective communication and high-quality support across various internal communication channels.
• To escalate issues to the appropriate specialists when needed via Salesforce.
• To verify documents submitted by clients on a daily basis.
• To review and add UID in whitelist upon request.
• To attend seminars scheduled by the company for the employee.
• To achieve the KPI targets set by the team manager.
• To perform other ad hoc tasks assigned by the manager.

Requirements

• Bachelor’s degree in business administration or related field.
• At least 1 year of experience working as a Customer Support Executive. 
• Good communication skills in English and required native language - Chinese.
• Great company product knowledge.
• Be familiar with company escalating procedures.
• Strong active listening and verbal-communication skills.
• Strong client-facing and communication capabilities.
• Troubleshooting and multitasking skills.
• Self-motivation and reliability.

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.