Remote Senior Agent

Summary

Join our team as a Customer Service Agent and be responsible for attending to customer inquiries/issues on multiple channels, maintaining relationships with company partners, and escalating unresolved issues. A Bachelor's Degree holder with at least 1 year of experience in social media, customer service, or similar roles is required.

Requirements

• A Bachelor's Degree holder
• A minimum of 1 years experience as a social media agent, customer service, or a similar role
• Excellent command of spoken and written English with multi-language skills would be a plus
• Ability to work independently in a fast-paced environment
• Willingly to work according to given schedule to support 24x7 operations
• Strong people skills: Ability to navigate difficult situations and stay calm under pressure
• Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making
• Excellent time management: ability to multi-task to solve issue for Customers, while managing time

Responsibilities

• Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice, and social media
• Liaising with both internal & external stakeholder e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc
• Maintaining a working knowledge of company products to effectively communicate with customers
• Creating and maintaining strong relationships with company partners and external stakeholders
• Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures