Customer Service Representative

Key Responsibilities:

• User Support:

Provide timely and effective responses to user inquiries about platform features, rules, and operations via online channels, phone, and other communication methods.

• Handle user suggestions, feedback, and complaints, ensuring issues are properly resolved and followed up on.

Manage user communications through official channels (e.g., Telegram, WhatsApp, Facebook, Instagram), offering relevant information and assistance.

• Problem Resolution:

Analyze and resolve technical issues encountered by users on the platform, collaborating with the technical team when necessary for complex problems.

• Manage user account issues according to company policies, including account verification, suspension, and reactivation.

Customer Relationship Management:

• Maintain positive relationships with users, enhancing user satisfaction and ensuring a good platform experience.

Collect user feedback on platform features and services, assisting the product and operations teams in improving platform offerings.

• Receive and escalate user feedback and issue reports to relevant departments and teams, ensuring timely resolution.

Data Recording and Reporting: Accurately document user interactions and problem-solving processes, and regularly submit reports to supervisors.

• Analyze user feedback data and propose improvements to optimize the user experience.

Training and Knowledge Updates:

• Participate in regular customer support training sessions to stay updated on the latest industry trends and platform features.

Share best practices and problem-solving techniques with team members, continually enhancing the overall service quality of the team.

• Job Requirements:

Experience: 1-3 years of experience in customer support, preferably in the live streaming or internet industry.

• Skills: Excellent communication and interpersonal skills, with the ability to handle various user emotions and needs.

Strong problem-solving skills, capable of independently addressing user issues and providing effective solutions.

• Familiarity with customer support software and tools, with the ability to work efficiently in a multitasking environment.

Language Proficiency: Good command of English; proficiency in multiple languages is a plus.

• Other Requirements:

Strong sense of responsibility and teamwork, able to adapt to a fast-paced work environment.

• Willingness to work in shifts and on weekends to meet user demands.

Job Type: Full-time

Benefits:

• Flexible schedule

Paid training
Schedule:

• 8 hour shift

Flextime
Supplemental Pay:

• 13th month salary

Overtime pay

• Performance bonus

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service Representative: 1 year (Preferred)

Language:

* English (Preferred)