Customer Support Specialist, Mandarin (APAC)

September 4

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Deel

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Deel helps businesses hire anyone, anywhere. It's global payroll for employees and contractors from around the world.

Payment Services • independent contractors • remote hiring • remote work • financial service

1001 - 5000

💰 $50M Venture Round on 2022-05

Description

• Holding high levels of professionalism and Deel product knowledge • Using a consultative and empathetic approach in delivering customer support resulting in positive customer experience • Efficiently work through tickets via voice calls, live chats, email and social media channels • Demonstrate strong ownership in issue resolution by providing best efforts to investigate, share knowledge, and communicate clearly with all customers • Continually learn the Deel platform, keeping up to date with product features and changes • Open communication with internal team members and business operations to help optimize and support workflows • Specialize in different account topics and become a subject matter expert • Communicating with customers through various channels (includes, but not limited to chat, email, phone, hangouts etc). • Processing orders, forms, applications, and requests. • Deliver efficient troubleshooting and query resolution. • Identify, qualify and overcome customer objections. • Keeping records of customer interactions, transactions, comments, and complaints. • Providing feedback on the efficiency of the customer service process. • Meet deadlines in a fast paced environment. • Manage and exceed multiple performance related targets. • Participate in on-going product training and process upskilling.

Requirements

• Preferred experience in BPO, Call Centres or Customer Facing Teams • Fluent in both written and verbal English and Mandarin • Ability to work across multiple platforms, providing customer support using voice calls, live chats, email and social media • Have an “Outcome oriented mindset” with the quick ability to research and investigate • Demonstrated high ability in providing customer satisfaction through empathy and problem solving • Have previously embraced remote work, capable of working independently and self-motivated • Experience working within a Global SaaS company would be highly regarded • Zendesk experience is preferred • Participate in on-going product training and process upskilling. • Use initiative in identifying trends and/or process improvements. • Being adherent and flexible to internal processes and procedures. • Being open-minded and willing to accept feedback, whether positive or constructive. • Demonstrate exceptional proactiveness, seamlessly collaborates with team members, and take full ownership of tasks to drive efficient and successful outcomes. • Collaborate with the direct manager to resolve customer escalations within the agreed timeline. Communicating and coordinating with colleagues as necessary.

Benefits

• Provided computer equipment tailored to your role • Stock grant opportunities dependent on your role, employment status and location • Additional perks and benefits based on your employment status and country • The flexibility of remote work, including WeWork access where available