Night Shift CSR
Job Summary
We are seeking a detail-oriented Customer Service Representative to manage English customer inquiries via app messages and emails during night shift hours. The role involves utilizing a company knowledge base to provide accurate responses, logging technical issues, and coordinating with internal teams for follow-ups. You will be responsible for maintaining high standards of communication accuracy and professional etiquette at all times.
Responsibilities
- Manage customer inquiries via app and email
- Provide accurate support using knowledge base
- Log and track technical issues
- Escalate complex cases to internal teams
Required Skills
- Proficient written English
- Attention to detail
- Customer service experience
- Night shift adaptability
Job Details
Key Responsibilities:
- Handle customer inquiries through APP messages and emails in English.
- Provide accurate and professional replies based on the company knowledge base.
- Respond to customer messages within the required response time during working hours.
- Identify and record customer issues that require technical investigation or further confirmation.
- Maintain proper records in tracking sheets for issues that require follow-up.
- Inform customers that progress updates will be provided within 24 hours when the issue cannot be resolved immediately.
- Escalate unresolved or special cases to the relevant internal team in a timely manner.
- Maintain a polite, patient, and professional communication style at all times.
Performance Requirements:
- Response time: reply within 10 minutes during working hours.
- Accuracy requirement: maintain over 95% reply accuracy.
- Ensure all pending issues are properly registered and followed up.
- Provide clear and consistent customer communication.
Qualifications:
- Senior High School graduate or above.
- Good written English communication skills.
- Experience in customer service, email support, chat support, or APP support is preferred.
- Able to work independently during night shift hours.
- Detail-oriented and able to follow standard reply guidelines.
- Able to record customer issues clearly and accurately in tracking sheets.
- Patient, responsible, and service-oriented.
- Basic understanding of APP-related customer support is an advantage.
Working Schedule:
- Working time: 10:00 PM to 7:00 AM
- Work arrangement: 4 hours work + 1 hour break + 4 hours work
- Workdays: 5 days per week
- Fixed rest days: Tuesday and Thursday