Senior Customer Support Specialist (Fluent English Only)

Job Descriptions:

·       Handle complex or escalated customer inquiries through live chat and other communication channels with professionalism and accuracy.

·       Analyze customer needs, provide tailored solutions, and ensure complete issue resolution through proactive follow-up — including direct contact via company mobile phone when needed.

·       Manage and resolve general complaints effectively, minimizing escalation rates and enhancing customer satisfaction.

·       Collaborate with departments such as Payments, Technical Support, and Operations to solve cross-functional issues efficiently.

·       Demonstrate strong product and process knowledge to guide both customers and junior team members.

·       Mentor and support junior staff through coaching, training, and sharing best practices.

·       Provide insights and feedback to management to improve workflows, service quality, and overall customer experience.

Requirements:

·       FLUENT ENGLISH (Minimum C1 or above).

·       Minimum 2–3 years of experience in customer service or similar roles (Team Leader or Supervisor).

·       Excellent communication skills, both written and verbal.

·       Empathetic and patient when dealing with challenging customer interactions.

·       Strong logical analysis ability, able to quickly break down target tasks and possess multitasking skills.

·       Accept rotating shifts, flexibility to work on non-traditional hours including evenings, weekends, and holidays.

·       Skills in helpdesk tools and CRM software are preferred.

·       Guide junior customer service to handle problems, with basic training and quality inspection capabilities.

Benefits:

·       Opportunities for career growth and advancement within the company.

·       Performance-based incentives and bonuses to reward your dedication and exceptional service.

·       Afternoon and night shift bonus.

·       5 working days per week