Customer Service

A Level 1 Support is responsible for providing first level technical support, monitoring, and incident management to ensure smooth IT operations and timely resolution of user issues. • Perform ticket logging and route incidents or requests to Tier 2 or the respective resolver teams when required. • Respond to incoming enquiries, incidents, and service requests through calls, emails, webchat and Jira • Record, update, and manage all issues accurately in the Service Management System. • Provide timely status updates for escalated issues and ensure tickets are closed within the agreed Service Level Agreement. • Ensure all daily tasks are carried out according to the approved Standard Operating Procedures. • Customer Interaction: Engage with customers via phone and email to resolve queries, complaints, and issues. This includes providing information about products and services, handling order cancellations, processing returns, and assisting with technical troubleshooting. • Attend to customer inquiries via inbound and outbound calls in both English and chinse • Channels include inbound and outbound calls and email. • Compliance: Follow company policies, procedures, and regulatory requirements. This includes adhering to scripts, maintaining confidentiality, and ensuring data protection. • Quality Assurance: Meet performance metrics such as call handling time, customer satisfaction scores, and resolution rates. Participate in training sessions and quality assurance programs to improve service delivery. • Crisis Management: Handle difficult or irate customers professionally, with the ability to de escalate situations and ensure customer satisfaction. • Troubleshoot and escalate issues via systems when required and front end support. • Work in a 24/7 shift environment with rotating schedules, including split or combined off days. • Attend to emergency calls with responsibility, urgency, and quick decision making. • Monitor emails continuously and respond in a timely manner. • Perform constant monitoring of cases to ensure proper follow up. • Handle high call volume and manage irate customers professionally. • Assist with technical aspects of customer queries. • Generate reports and create data summaries using pivot tables and data tabulation. • Basic proficiency in Microsoft Word and Excel is required.