Flexible working hours with 5 working days & 2 days off per week (Willing to work on rotating shifts including weekends and public holidays).
Purpose of the Job
The role of the Customer Support Associate is to answer customer questions quickly and effectively, resolve issues with empathy and care, document pain points to share with internal teams, nurture relationships, and improve company credibility.
Key Responsibilities
- Respond promptly and accurately to customer inquiries via phone, email, and live chat, while maintaining service quality and ensuring continuous productivity.
- Provide a warm and professional welcome to walk-in customers, addressing their needs and inquiries effectively.
- Identify customer needs and help customers use specific features.
- Follow up with customers to ensure their concerns, including technical issues, are well addressed.
- Stay informed about our internal databases, SOPs, policies, new features and functionalities, and technical information to share relevant information with customers.
- Share feature requests and effective workarounds with team members.
- Review and report product malfunctions (for example, by testing different scenarios or impersonating users) and collaborate with technical teams for issue resolution.
- Gather customer feedback and share it with product, marketing, or related teams to resolve customer issues and recommend service or platform improvements.
- Assist in training new customer support representatives when needed.
Required Qualifications
- Bachelor's degree in any field (New graduates are also welcome.)
- Strong verbal and written communication skills in both Thai and English.
- Excellent communication, explanation, attention to detail, and can-do attitude.
- Ability to prioritize and manage multiple responsibilities.
- Customer-centric mindset, focusing on providing a positive customer experience.
- Ability to remain calm and maintain patience during difficult client interactions.
- Comfortable working in a fast-paced, ambiguous environment.
- Flexible working hours with 5 working days & 2 days off per week (Willing to work on rotating shifts including weekends and public holidays.)
Nice to have
- Experience in cryptocurrency, online payments, banking, exchanges, or any of these is preferred.
- Experience in an operations or customer support position.
- Work experience in a high-growth startup or tech company.
