Customer Support Executive (Mandarin/Cantonese)

Resolution Customer

Set and manage support expectations with customers.
Effective end- to- end escalation management, driving fast and accurate resolutions for our customers.
Leads strategic projects designed to improve resolution times and customer satisfaction and increase efficiency.
Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.

Escalation Handling

Drive high- risk issues to resolution by establishing clear communication channels, documenting and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.

Process Improvement

Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.
Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.

Strong written and verbal communication skills in English or bilingual in English and one of the following languages: Mandarin/Cantonese
Strong judgment, decision- making skills, and ability to work under continual deadline pressure.
Bachelor&039;s degree in technology, business, or equivalent field.
2+ years of customer service, technology industry, or related experience is preferred
Understanding of reactive case lifecycle and troubleshooting methodology.
Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in- person.)
Excellent at multitasking, task prioritization, and time management.
Collaborative team player with strong stakeholder management skills

Flexible working hours, focus on performance & work efficiency
Immersive global environment with daily English practice
Competitive salary package
Full salary provided during the 3- months OJT period
Top- notch office space meeting international standards, featuring a Sky Garden for internal events, complimentary tea and coffee in the pantry, and leisure sports options like table tennis and foosball
Full salary coverage for social insurance and premium PJICO health insurance

Cập nhật gần nhất lúc: 2025-09-13 03:25:02