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Customer Service Officer

RiDiK (a Subsidiary of CLPS. Nasdaq : CLPS)Kuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

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These roles are all net new. We are launching a 24 / 5 enterprise customer support function, starting with supporting US and Canadian enterprise customers. We will need these individuals to work the US “night shift” (Malaysia day shift) and support enterprise customers outside of standard US business hours.

Two shifts

6pm to 3am Pacific time, Monday through Friday
2am to 11am Pacific time, Monday through Friday

Responsibilities

Very knowledge heavy, will need to maintain knowledge / understanding regarding Client's product (finance / fintech)

Correspond with customers (through Zendesk ticket) in order to find the answers to their questions

Be willing to flex and re-prioritize when immediate attention is needed somewhere else

Will be solely email support to begin with. There is a possibility that it could expand to include phone support in the future

Requirement

Be comfortable with Zendesk, handling a high volume of customer inquiries, and moving customer inquiries through the resolution cycle

Comfortable working with queue ticket management and providing a swift response

Speaking with customers who raise time-sensitive, high impact concerns

Will need to be able to sort through Confluence SOPs, previous Slack threads, etc. to find answers to questions - should be a quick learner and should know when is the time to reach out for help

At least 3 years of experience in customer support and / or technical support

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

General Business and Customer Service

Industries

Business Consulting and Services

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Customer Service Officer • Kuala Lumpur, Kuala Lumpur, Malaysia

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