Online Text-Based Customer Service & Real-Time Response
Respond to user inquiries in real-time using online customer service platforms (e.g., Zendesk, LiveChat, Freshdesk, LINE Official Account, Messenger, etc.).
Answer basic questions regarding order status, account issues, payment status, promotion rules, etc.
Inquiry Categorization & Ticket Escalation
Properly categorize user requests (pre-sales, after-sales, technical support, complaints, etc.).
Escalate complex or unresolvable issues to the relevant departments (e.g., Technical Support, Sales, Finance).
Record Keeping & Follow-up
Accurately document user conversations and issues in the CRM or customer service system.
Track problem resolution progress to ensure all cases are properly followed up and closed.
Knowledge Base & FAQ Utilization
Quickly respond to standard inquiries by referencing the company’s FAQ and knowledge base.
Assist in updating common questions to improve response efficiency.
Service Quality Maintenance
Maintain professional, patient, and friendly tone in all written communications.
Achieve customer service KPIs, such as average response time, resolution rate, and customer satisfaction.
Requirements:
Strong English proficiency (both written and reading).
Able to work rotating shifts including morning, afternoon, night, and weekends/holidays.
Fast typing speed and ability to handle multiple conversations simultaneously.
Clear written expression with good grammar, no typos, and ability to maintain polite and professional tone.
Patient, high stress tolerance, and capable of handling repetitive inquiries and unexpected situations.
Previous customer service (CS) experience is preferred.