Customer Service Representative / Customer Care Executive / Customer Support Specialist

Role Description

Core Responsibilities

• Manage inbound inquiries through phone, email, live chat, and social media.
• Execute ticket management workflows and systematically log customer interactions.
• Troubleshoot transactional discrepancies and coordinate order status updates with logistics.
• Escalate complex inquiries to technical specialists.

Qualifications

• Bachelor’s degree or diploma in Communications, Business Administration, Marketing, Hospitality, or a related field.
• 1–2 years of practical experience in omnichannel customer support, customer success, or call center operations.
• Ability to manage high-volume interactions across live chat, ticketing, voice, email, and social media.
• Hands-on experience with CRM and helpdesk software such as Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot, or Zoho Desk.

Technical and Service Skills

• Use intermediate Microsoft Excel or Google Sheets, including VLOOKUP/XLOOKUP, Pivot Tables, SUMIFS, and data validation.
• Understand SLAs, AHT, CSAT scoring, and standard document retention practices.
• Use collaboration tools such as Microsoft 365, Google Workspace, Slack, Teams, and cloud telephony platforms.
• Apply conflict resolution, troubleshooting, and first-contact resolution protocols.

Personal and Compliance Requirements

• Demonstrate outstanding written and verbal communication, active listening, empathy, attention to detail, and emotional resilience.
• Adhere to customer data protection regulations such as PDPA or GDPR.
• Be able to work under shift or peak-volume schedules.