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Customer Support Specialist

Canaan Communication & Technologies Sdn. Bhd.Petaling Jaya, Selangor, Malaysia

2 days ago

Job description

Direct message the job poster from Canaan Communication & Technologies Sdn. Bhd.

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About the Role

We are seeking a proactive, customer-focused Client Engagement Specialist to join our growing team. In this role, you will be responsible for building and maintaining strong relationships with our clients in the Singapore market, ensuring they receive exceptional service and support at every stage of their journey with us.

You will act as a key point of contact for clients, resolving issues, providing guidance, and identifying opportunities to improve the customer experience. Your ability to communicate clearly and build rapport will be crucial in driving client satisfaction and long-term retention.

Handle customer inquiries and complaints via email, phone, and live chat professionally and promptly.
Meet key performance metrics (CSAT, FCR, Quality Score, Resolution Time).
Support order-related requests : placement, tracking, changes, cancellations, returns, and refunds.
Resolve issues efficiently, ensuring customer satisfaction.
Provide clear and accurate information on products, services, and policies.
Maintain detailed records of all customer interactions.
Follow up to confirm issue resolution and customer satisfaction.
Gather and share customer feedback to improve service quality.
Collaborate with internal teams to resolve recurring issues and enhance processes.
Represent the support team in project discussions and cross-functional meetings.

Requirements

Experience

Proven experience in customer support or a related field, preferably in e-commerce or retail.

Skills

Excellent verbal and written communication skills.

Strong phone contact handling skills and active listening.

Experience with Zendesk, ERP, and Adobe Magento is a plus.

Ability to multi-task, prioritize, and manage time effectively.

Problem-solving attitude with the ability to remain calm under pressure.

2+ years of experience in a customer-facing role (Customer Support, Account Management, Client Success, etc.), ideally within a fast-paced or tech-driven environment.

Excellent verbal and written communication skills in English.

Strong understanding of the Singaporean market and customer expectations.

Empathetic, solution-oriented, and committed to delivering outstanding customer service.

Seniority level

Entry level

Employment type

Full-time

Industries

Outsourcing and Offshoring Consulting

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Customer Support Specialist • Petaling Jaya, Selangor, Malaysia