Job Description

Overview

The customer expert (CX) will be responding to customers’ requests, manage complaints, and provide general information to customers via phone, email or chat. The CX will be the primary contact team for customers and will be assisting them with their concerns. The CX represent the client and are the face of client to the outside world and Quality. The CX is expected to project a professional company image through various communication channels.

Qualifications

• Educational attainment : Degree or Diploma (min)
• Educational background : No specific background but passionate in helping customers is key.
• Previous call center experience (a plus but not required)
• Willing to learn and passionate about customers
• Be creative, think out of the box
• Computer literate – good understanding of Microsoft Windows and Microsoft Office or equivalent
• Native written and verbal communication skills.
• Team player with string problem solving and conflict management skills.
• Good reasoning and analytical skills.
• Friendly proactive attitude and great communication in challenging situations.
• Good multitasking skills.

Technical Skills:

• Typing speed of 40wpm, 90% accuracy.
• Computer literate – good understanding of Microsoft Windows and Microsoft Office
• Native written and verbal communication skills .
• Team player with strong problem solving and conflict management skills
• Good reasoning and analytical skills
• Friendly proactive attitude and great communicator in challenging situations
• Good multitasking skills
• Passion for video and mobile applications
• Ability to think outside of the box to amaze players and teammate

Minimum Skills:

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation Entrepreneurship

Responsibilities

• Responsible to resolve customer queries in a timely and accurate way through inbound call, email or live chat
• Identify customer needs and assist them in using specific features and functionalities in the social media platform
• Follow-up with customers to ensure their technical issues are resolved
• Become and remain knowledgeable about social media products and community standards
• Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Identify inefficiencies in workflows and suggest solutions
• Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Recognize trends and patterns, and escalate issues outside the company policy to the global team