Community Customer Service - Operations, MY Marketplace (Open to Fresh Graduates)

Shopee; Kuala Lumpur; On-site; MYR 25,000 - 40,000; Full time

Job summary

A leading company is seeking a Customer Support Representative to engage with community members and provide timely solutions to inquiries. The ideal candidate will have excellent communication skills, a customer-centric mindset, and the ability to work in a fast-paced environment. Join us to help build a supportive online community and ensure customer satisfaction.

Qualifications

• Strong communication skills, both written and verbal.
• Ability to work in a fast-paced environment managing multiple interactions.
• Basic technical knowledge to troubleshoot common application issues.

Responsibilities

• Engage with community members through various channels.
• Provide timely responses to user inquiries related to products and services.
• Collaborate with cross-functional teams to advocate for user needs.

Skills

Communication Skills

Problem-Solving

Empathy

Technical Knowledge

Customer-Centric Mindset

Flexibility

Tools

Excel

CRM Tools

Job description

Job Description

• Engage with community members promptly and professionally, both online and offline, through various channels such as email, and social media platforms.
• Provide timely and accurate responses to users inquiries, addressing their questions, concerns, and technical issues related to products, services, or policies.
• Demonstrate in-depth knowledge and understanding of the organization's products knowledge, services, and community guidelines to effectively assist customers and ensure compliance.
• Troubleshoot and resolve customer issues, escalating complex cases to senior support agents (CCS SEAL) or other teams as necessary, while maintaining ownership of the case until resolution.
• Proactively monitor community Group and social media platforms to identify and address emerging trends, issues, or potential customer concerns.
• Collaborate with cross-functional teams such as Seller Ops, Marketing, and provide feedback, suggest improvements, and advocate for users needs and preferences.
• Encourage positive relationships with community members by being approachable, empathetic, and attentive to their needs. Building trust and rapport is crucial to creating a supportive and engaged community
• Contribute to the development and maintenance of the organization's knowledge base, community resources, and self-help materials to facilitate Users self-service.
• Stay up to date with industry trends, product updates, and users feedback to continuously improve customer support processes and contribute to the growth of the organization.
  
  

Requirements

• Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
• Excellent problem-solving and decision-making skills to provide accurate and effective solutions to customer inquiries.
• Empathy, patience, and a customer-centric mindset to handle User concerns regardless buyer or seller and provide exceptional service.
• Ability to work in a fast-paced environment and effectively manage multiple customer interactions simultaneously.
• Familiarity with Excel, and basic understanding of CRM tools.
• Basic technical knowledge to troubleshoot common issues related to applications, or online platforms.
• Ability to work independently and collaboratively within a team to achieve common goals.
• Flexibility to adapt to changing priorities, users needs, and work schedules, including occasional weekends or evenings.
• Passion for building and nurturing online communities, promoting positive interactions, and driving customer satisfaction.