[Hiring] Customer Service Representative @Booth and Partners Pte Ltd

Role Description

The Customer Support Representative is responsible for helping customers with questions or concerns regarding company products and services. This role requires strong phone-based customer service experience, troubleshooting skills, and the ability to provide exceptional support across multiple communication channels.

Essential Duties and Responsibilities

• Responsible for inbound customer support inquiries via all supported channels, including phone, email, and ticketing systems, while adhering to defined processes for managing the ticket lifecycle.
• Handle customer interactions professionally and confidently through phone calls, ensuring a positive customer experience and effective issue resolution.
• Troubleshoot customer issues by identifying root causes, analyzing available information, and providing effective solutions or workarounds.
• Manage ticket workload through effective prioritization and escalation (as necessary) to meet or exceed customer expectations.
• Collaborate with customers to ensure that solutions are acceptable and resolved in a timely manner.
• Ensure each customer support experience is empathetic and of the highest possible quality; go above and beyond for customers at every opportunity.
• Develop and maintain expert knowledge of all products and services, including known limitations and workarounds, which can be effectively utilized to resolve reported problems.
• Utilize customer support platforms and ticketing systems, including Zendesk (preferred), to document, track, and resolve customer inquiries.
• Must meet or exceed individual performance targets focused on providing superior customer support.
• Actively participate in company and department meetings and adhere to company policies.
• Support our core values: CARE for our customers, CARE for our products, and CARE for our employees.

Qualifications

• Minimum of 2 years of customer support or customer service experience.
• Previous experience handling customer interactions and issue resolution through phone calls is required.
• Strong troubleshooting and problem-solving experience with the ability to diagnose issues and provide effective resolutions.
• Excellent verbal and written English communication skills.
• Ability to manage multiple customer inquiries while maintaining high service standards.
• Proficiency with Microsoft Office Suite.
• Must have Fiber Optic internet with at least 25 Mbps bandwidth.
• Must have a backup desktop or laptop with the latest operating system.
• Must be able to work from 7:00 AM – 4:00 PM or 8:00 AM – 5:00 PM Pacific Time.

Preferred Qualifications

• Experience using Zendesk or similar customer support/ticketing platforms.
• Experience in a technical support, product support, or troubleshooting-focused customer service environment.

Competencies

• Job Knowledge: Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Managing Customer Focus: Promotes customer focus; establishes customer support standards; provides training in customer support delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.

Additional Requirements

• Customer Support: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve support; responds to requests for support and assistance; meets commitments.
• Safety and Security: Observes Company safety and security protocols; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Education/Experience

• An Associate Degree and two years of experience, or an equivalent combination of education and experience.

Benefits

• Permanent Work-from-home setup
• Great Place to Work-Certified Company
• Premium HMO
• Holistic employee experience
• Career advancement opportunities