Customer Service, Cantonese Speaking
EPS Consultants
Senior Client Support Specialist
Ethixbase360
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇾 Malaysia
Visit company websiteSalary
💰 MYR 50,730 per year
Job Level
Senior
About the role
- Provide expert-level support to clients, resolving complex issues and escalations that require in-depth knowledge of our products and services.
- Own resolution of mainly but not only 2nd Line queries by taking tickets within the agreed first response timescales, work with other team members to see the tickets completed within the agreed SLA’s.
- Develop a deep understanding of our products/services to provide accurate and insightful information to clients and colleagues, as well as end to end training to the users of the platform.
- Acquire a comprehensive understanding of the due diligence landscape, enabling you to gain insights into clients' perspectives and their objectives in relation to their roles and responsibilities.
- Act as a mentor to junior support specialists, providing guidance, training, and support to help them excel in their roles.
- Identify areas for process improvement within the client support department and collaborate with the team to implement changes that enhance efficiency and effectiveness.
- Act as a point of contact for escalated client concerns, using your advanced skills to address and resolve issues to the client's satisfaction.
- Develop training materials and provide ongoing training to support specialists, ensuring they stay current with product updates and best practices.
- Analyze client support data and trends to identify opportunities for service improvement and product development and work closely with the relevant teams (Product, AMs, CSMs, etc.).
- Collaborate with other departments, such as product development and sales, to communicate client feedback and contribute to product improvements.
- Set a high standard for client support excellence and serve as a role model for the support team.
- Fulfilling the role in a manner that is consistent with all applicable laws and regulations and the long-term prosperity of the business.
Requirements
- Bachelor's degree in a relevant field is preferred.
- Minimum of 3 years of experience in client support or a related role.
- Proven track record of successfully resolving complex client issues and escalations.
- Strong leadership and mentorship skills.
- Exceptional communication skills, both written and verbal in English.
- Proficiency in using CRM software and support ticketing systems.
- Analytical mindset with the ability to use data to drive improvements.
- A passion for client service and dedication to ensuring client satisfaction.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client supportissue resolutiondata analysisprocess improvementtraining development
Soft skills
leadershipmentorshipcommunicationcollaborationclient service
Certifications
Bachelor's degree