Customer Support Coordinator

Two95 International Inc.; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A customer service solutions provider is seeking a Call Buster in Kuala Lumpur. This role requires handling customer calls during US support hours, resolving issues, and documenting interactions using Zendesk. Ideal candidates will have strong problem-solving skills, a focus on customer satisfaction, and previous experience in customer service roles. Night shift availability is essential for this position.

Qualifications

• 1-2 years in customer service or a similar role, preferably with night shift experience.
• Additional certifications in customer service or Zendesk are a plus.

Responsibilities

• Serve as the first point of contact for customers, addressing inquiries and complaints.
• Utilize Zendesk for tracking, documenting, and resolving customer cases.
• Deliver exceptional customer experiences by maintaining a friendly tone.

Skills

Proficiency in using Zendesk

Strong verbal and written communication skills in fluent English

Excellent questioning skills to diagnose issues effectively

Education

High school diploma or equivalent

Tools

Zendesk

Job description

Job Summary: The Call Buster is a key frontline role responsible for taking and resolving customer calls during US support hours but subject to rotational. This position requires strong problem-solving abilities, excellent customer service skills, and proficiency in using Zendesk to document and address issues effectively.

Key Responsibilities:

• Call Handling: Serve as the first point of contact for customers, addressing inquiries, complaints, and issues. Engage customers professionally and keep them informed while resolving their concerns. Escalate to the right support team according to the priority of the issue.
• Issue Diagnosis: Ask relevant and detailed questions to drill down and identify the root cause of customer issues and address the ticket to the relevant support team. Provide appropriate solutions or escalate complex issues as needed.
• Zendesk Operations: Utilize Zendesk for tracking, documenting, and resolving customer cases efficiently. Maintain accurate and thorough records of all interactions.
• Customer Service: Deliver exceptional customer experiences by maintaining a friendly and empathetic tone. Ensure customers feel valued and engaged throughout the interaction.
• Night Shift Availability: Work exclusively during the night shift but subject to rotational, providing uninterrupted support to customers.
• Continuous Improvement: Stay updated on company policies, products, and services to provide accurate information. Contribute to improving customer support processes through feedback and insights.

Qualifications:

• Education: High school diploma or equivalent; additional certifications in customer service or Zendesk are a plus.
• Experience: 1-2 years in customer service or a similar role, preferably with night shift experience.
• Skills:
  • Proficiency in using Zendesk or similar CRM tools.
  • Strong verbal and written communication skills in fluent English.
  • Ability to document interactions and resolutions clearly and accurately.
  • Excellent questioning skills to diagnose issues effectively.

Key Competencies:

• Customer-focused approach with the ability to keep customers engaged.
• Strong problem-solving and critical-thinking abilities.
• Attention to detail in documenting and following up on issues.
• Adaptability to work in a fast-paced and challenging environment.