Customer Support Representative Jobs

Application Deadline: 1 September 2023

Department: Support

Employment Type: Permanent - Full Time

Location: Bali

Reporting To: Jay Guo

Description

Join Liven in a fast-paced environment to be on the front line of support for our clients and customers. You have a direct impact in ensuring customers are satisfied with products, services, and features we have. You will be supporting our customers by providing helpful information, answering questions, and responding to complaints.

Key Relationships:

Internally

• Support Team
• Account Managers
• Dev Team
• Onboarding Team

Externally:

• Direct Clients
• Third Party Support Partners

Key Responsibilities

• Providing valuable administrative support to clients, ensuring smooth operations and a seamless experience.
• Delivering top-notch technical support to clients, ensuring their needs are met with utmost satisfaction and in a timely manner.
• Managing and filing tickets, diligently following up on open incidents, and keeping clients informed throughout the process.
• Handling incoming phone calls from clients, addressing their inquiries and concerns promptly.
• Be able to familiarise the functionality and features, specifically of the Order Up system.
• Consistently providing exceptional customer service, going above and beyond to exceed expectations.
• Proactively troubleshooting, documenting, and refining internal processes to enhance efficiency and effectiveness.

Requirements

• A degree in BS in Information Technology or a related field, showcasing a solid foundation in relevant knowledge and skills (Preferred).
• Has the ability to problem-solve and troubleshoot.
• Demonstrates a patient mindset when addressing client concerns and issues, ensuring their needs are met with care and understanding.
• Fast learner & hardworking individual with a knack for administrative tasks and details.
• At least 1 year of experience in a similar role, ideally with Customer Service or Help Desk experience.
• Applies logical and analytical thinking in a problem-solving environment, effectively identifying and resolving challenges.
• Has experience with Hubspot or similiar, proficient in MS Office and Google Apps.
• Excellent communication skills, both verbal and written, enabling effective collaboration and clear conveyance of information in English.

The mindset to be successful in this role...

• Exhibit passion and self-motivation, approaching your role with enthusiasm and dedication.
• Demonstrate a strong commitment to timeliness and accuracy in all aspects of the department's work output, and be able to work in accordance with the company's policies and procedures.
• Hold a strong sense of accountability, taking ownership of responsibilities and delivering results that exceed expectations.
• Take a proactive approach to learning and development, eagerly embracing new training opportunities to enhance your skills.
• Possess a positive attitude, fostering a collaborative and uplifting work environment.