Job Requirements
Job benefits
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Flexible work hours
Productivity curve is not something steady and consistent as it depends on each person's unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.
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Free food & beverages
Avoid wasting time and energy to buy food at the restaurant or hawker center by yourself. We'll provide the best food for you and your team. Make better use of your valuable time to rest, bond, and do other things that matter to you.
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Medical insurance
To ensure your health and wellbeing, you have various medical plans to choose from depending on your situation and unique needs. From partial up to full medical coverage, we got you covered.
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Team-building events
Our company simply cannot function well without teams of people working together. That said, we provide numerous team-building activities and events for you and your team to nurture meaningful relationships between every individual.
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Skills
Job description for Customer Support Executive at FireGroup Technology
- – Established in 2016, FireGroup Technology JSC is a tech company that specializes in web-app solutions for running the business on e-commerce platforms. FireGroup has now become the leading web-app provider, especially on both Shopify and AliExpress platforms.
- – Our mission is to solve challenges & problems in the global E-commerce market by using technologies. We are looking for new members who dare to think big and grow bigger.
- – Receive and resolve customer escalation from Outsource team via phone call, email, live chat. Facebook, or other online channels, remote meeting Review cases taken by Outsource team to provide feedbacks and maintain excellent service level requirements
- – Obtain and evaluate all relevant information, test and troubleshoot issues to determine a solution (training or technical fix)
- – Organize workflow and prioritize needs to meet and maintain excellent service level requirements
- – Contact customers to receive positive feedback and convert into online reviews and testimonials
- – Direct requests and unresolved issues to the designated resource (Technical Support/Testers/Software Engineers/Product Development) and follow-up until issues have been resolved completely or a workaround is provided.
- – Assists customers with set-up and configuration, as well as thinking outside of the box to provide customers with the solutions that FireApps offers
- – Records details of customer interactions, satisfactions and complaints.
- – Contribute to building online help center – including writing, producing short videos, and other content formats in English
- – Prepare and distribute customer activity reports
- – Communicate and coordinate with internal departments, to be the voice of the customer for future product roadmap and upgrades.
- – Provide feedback on the efficiency of the customer service process
- Able to work (From Sunday to Thursday, 14h-23h) or (From Tuesday to Saturday, 9h-18h)
- – Ielts 6.0 or equivalent certificate
- – Tech-savvy and eager to learn about technology products
- – Learn quickly and are passionate about helping others.
- – At least 6 months – 1 year working experience in Customer Service or the same field
- – Have knowledge about e-commerce and B2B is a plus
- – Interpersonal, listening skills
- – Strong written/verbal communication skills
- – Data collection and ordering
- – Stress tolerance
- – Able to work during weekends and holidays
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