Customer Service Agent
Sunnyvale, CA
Contracted
Entry Level
Title: Customer Service Agent
Location: Sunnyvale, CA (Hybrid)
Duration: Longterm Contract
Job Description
Key Responsibilities:
1. Efficient Client Support
Job Requirements
1. Experience and Industry Knowledge
Location: Sunnyvale, CA (Hybrid)
Duration: Longterm Contract
Job Description
Key Responsibilities:
1. Efficient Client Support
- Respond to clients' inquiries via hotline, email, and live chat, providing accurate information, guidance, and timely resolutions to their concerns.
- Maintain professionalism and empathy throughout all interactions, demonstrating a strong commitment to delivering world-class customer service.
- Thoroughly investigate and follow up on customer complaints, coordinating with relevant internal departments to identify appropriate solutions.
- Proactively escalate issues when necessary, ensuring prompt attention and resolution to critical matters while keeping clients informed throughout the process.
- Collect, analyze, and report on customers' opinions, preferences, and pain points, serving as a vital link between clients and the business.
- Promptly escalate urgent issues and suggest improvement opportunities to senior management, contributing to continuous enhancement of our products and services.
- Develop and implement strategies aimed at increasing customer satisfaction, such as personalized engagement initiatives, educational resources, or process optimizations.
- Cultivate lasting relationships with clients by understanding their evolving needs, anticipating challenges, and proactively offering tailored support and solutions.
Job Requirements
1. Experience and Industry Knowledge
- A minimum of 1 year of solid experience in client servicing and account management, Nice to have within the payment services industry or eCommerce marketplaces.
- Demonstrated understanding of payment processing, online marketplaces, and related regulatory environments.
- Strong focus on achieving business targets and delivering measurable results through effective customer relationship management.
- Customer-focused mindset, consistently striving to exceed expectations and drive customer loyalty.
- Excellent verbal and written communication abilities in English, with the capacity to convey complex information clearly and concisely.
- Proficiency in spoken and written Chinese is highly desirable, enabling effective communication with a diverse clientele.
- Proven ability to establish and nurture strong rapport with clients, building trust and fostering long-term partnerships.
- Demonstrated adaptability to changing circumstances and a keen willingness to learn new skills and technologies to stay ahead in a rapidly evolving industry.
- Responsible and proactive approach to problem-solving, displaying resilience in challenging situations and a commitment to finding innovative solutions.
- Tertiary education or higher in a relevant field, such as Business Administration, Finance, or Marketing.
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