Customer Support Representative
About the Role
You will champion customer satisfaction by providing prompt, accurate and empathetic support to customers. You will handle multi-chat inquiries, guide customers through issue resolution within SLA timeframes, escalate bugs and issues, collect and relay customer feedback for product improvements, and contribute to the multi-language knowledge base. You will meet individual and team KPIs, follow support procedures and use support tools (e.g., Zendesk/Freshdesk, Atlassian) while working full-time shifts on Malaysia time.
Requirements
- Customer support experience with multi-chat handling
- Advanced English (spoken and written)
- Fast learner able to handle complex information
- Flexible and adaptable to changing environments
- Strong communication skills
- Interpersonal skills
- Problem-solving skills
- Well-organized and detail-oriented
- Ability to multitask and work under pressure
- Customer-focused mindset
- Experience with Zendesk or Freshdesk (nice to have)
- Experience with Atlassian tools (nice to have)
- Interest in blockchain technologies and the crypto ecosystem (nice to have)
Responsibilities
- Identify and assess customer needs
- Provide prompt and effective answers to customer questions
- Guide customers through issue resolution
- Provide accurate, valid and complete information using available tools
- Contribute to building and maintaining the multi-language knowledge base
- Collect customer feedback and translate it into actionable suggestions
- Build sustainable relationships and trust with customers through open communication
- Identify and escalate bugs or issues reported by customers
- Proactively communicate updates and gather further feedback
- Provide high-quality support within defined SLA timeframes
- Meet personal and team KPIs
- Follow communication procedures, guidelines and policies
Benefits
- Generous leave and public holidays
- Paid charity day
- Flexible working hours and remote working
- Company-provided equipment