Customer Support Agent

Summary

Join Keywords Studios as a Customer Support Agent and contribute to a positive customer experience for a global sneakers platform. You will be responsible for promptly addressing customer inquiries through various channels, collaborating with other departments, and providing valuable feedback to improve processes. This role requires strong communication, analytical, and problem-solving skills. Ideal candidates possess at least one year of customer service experience and a good understanding of US customer service expectations. The position offers a dynamic workspace, growth opportunities, and the chance to make a meaningful impact. Keywords Studios is dedicated to equal opportunities and provides a fully online and remote recruitment process.

Requirements

• Ideally at least 1 year of experience in customer service or the online retail sector
• Availability to work rotating shifts, including weekends and public holidays
• Good understanding of customer service expectations and practices in the US
• Effectiveness in prioritizing tasks according to daily operational needs
• Strong organizational and problem-solving skills
• Capability to work independently with minimal supervision
• Motivation, enthusiasm and excellent interpersonal skills

Responsibilities

• Respond promptly to customer inquiries via email, live chat, and social media, and manage online orders
• Efficiently and professionally address customer complaints
• Collaborate with various departments such as Warehouse, Logistics, Operations, and Engineering to achieve customer satisfaction
• Monitor multiple tasks and ensure timely resolution of customer requests and inquiries
• Proactively identify and address challenges and opportunities
• Analyze customer feedback and provide insights to improve service quality
• Deliver an exceptional customer experience in accordance with company standards
• Undertake additional projects as required
• Assist in implementing training programs to ensure consistent and high-quality customer service for other agents

Preferred Qualifications

• Experience in the service industry or as a customer support agent
• Previous working experience in the gaming industry
• Pasion for games!

Benefits

• Holidays – All Taiwan Public Holidays, without having to work on Saturdays to make-up bridged holidays
• Annual Health Check-Up Subsidy – Eligible to receive subsidy during the annual health check-up period, upon having completed probation at that time
• Employee Assistance Program – All our employees have access to professional counsellors on any challenges they are facing, work or non-work related
• Festival Holidays Gift or Voucher – A small token from us to you in celebration of festival events