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

Shopee; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading company in e-commerce is seeking a Community Support Specialist to engage with users and resolve inquiries. The role involves building relationships, troubleshooting issues, and collaborating with teams to enhance customer satisfaction. Ideal candidates will possess strong communication skills and a customer-centric mindset.

Qualifications

• Strong written and verbal communication skills.
• Excellent problem-solving abilities.
• Ability to work independently and collaboratively.

Responsibilities

• Engage with community members through various channels.
• Troubleshoot and resolve customer issues.
• Monitor community platforms for emerging trends.

Skills

Communication

Problem Solving

Empathy

Customer-Centric Mindset

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.