Customer Support Executive

About the role

As a Customer Support Executive at ByteHR, you will help answer all customer queries on the ByteHR app. You will be responsible for delighting our customers with amazing service and professionalism. You will report to the Customer Success Lead and your work will be crucial to the continued growth and success of our brand, business and user experience. You'll work with a team of energetic and driven individuals who continue to innovate everyday to build best-in-class HR technology.

Key responsibilities

• Respond to customer queries in a timely and accurate way, via chat, email or phone (if needed)
• Clarify all customer queries with highest levels of satisfaction by ensuring the customers clearly understand the resolution steps
• Identify customer needs and help customers use specific features
• Continually achieve and exceed the support KPIs such as First Response Time, Resolution Time, Total Resolved Chats/Tickets etc.
• Use canned responses, FAQs and solution articles to improve the handling time of each chat and avoid rework
• Coordinate with the engineering team in English language for resolution of bugs and ensure customers are informed on the status of fixes at all times
• Coordinate with Product teams to provide feedback on next sprint tasks and highlight the priority based on customer needs
• Coordinate with Customer Success Specialist and product teams to ensure FAQs and solution articles are updated with latest information
• Attend product training sessions and be up-to-date with all new features and enhancements

About you

• 2+ years of experience
• English and Bahasa Malaysia speaking (Mandarin proficiency is a plus)
• Bachelor's degree in any field
• Extremely patient, emotionally balanced and professional when dealing with difficult customers
• Have a good attitude, highly motivated with a customer service mindset
• Be able to work under pressure and think outside the box to find workarounds to difficult problems
• Be able to work as a team
• Excellent ability to solve problems, resolve conflicts and gain group consensus
• Excellent ability to work autonomously, take ownership and make decisions
• Open, clear and honest communication with the ability to freely express opinions and challenge the status quo
• Excellent organization skills to prioritize multiple tasks and deliver desired outcomes on time
• Excellent verbal and written skills in English
• Good verbal and written skills in Bahasa Malaysia
• Comfortable using tech tools such as Google Drive, Google Sheets, CRM, slack, basecamp etc.
• Familiarity with SAAS industry is a plus

About us

ByteHR is one of Southeast Asia's highest-rated HR and Payroll platforms, trusted by 1,000+ companies and 100,000+ employees across Thailand and Malaysia. We are one of the fastest growing HRTech SAAS start-ups in Malaysia. We focus on creating amazing experiences for our customers while rewarding our employees at the same time.

Benefits

• Profitable and growing SaaS company
• High ownership and autonomy
• Direct exposure to business strategy and decision-making
• Opportunity to make a measurable impact on company growth
• Work with a lean, experienced, and execution-focused team