Customer Support Specialist

Role Overview

This part-time hybrid position for a Customer Support Specialist at Caf du Bas-Rhin is located in Singapore, with flexibility to work remotely. The specialist will address customer questions via phone, email, and online platforms, ensuring responses are accurate, clear, and timely.

Key Responsibilities

• Respond promptly to customer queries through multiple channels including phone and email.
• Resolve customer service issues effectively and document all interactions within the support system.
• Escalate complex problems to relevant departments as needed.
• Collaborate with team members to enhance support workflows and contribute to customer satisfaction improvement initiatives.
• Maintain professional communication and adhere to service level agreements.
• Support communication in English and any additional languages pertinent to the customer base.

Candidate Qualifications

• Proven skills in customer support with a focus on customer satisfaction, demonstrating the ability to manage inquiries and troubleshoot effectively.
• Strong interpersonal skills including active listening, empathy, and clear communication with diverse customers and colleagues.
• Technical aptitude to understand basic product or system functions and assist customers with troubleshooting steps.
• Analytical abilities to evaluate challenges, identify root causes, and provide practical solutions.
• Competence in managing work within a hybrid environment in Singapore, balancing independent task management and team coordination.
• Fluency in written and spoken English; knowledge of other regional languages is advantageous.
• Previous experience in customer service, helpdesk, or call center roles is preferred.
• Basic IT skills, familiarity with CRM or ticketing software, and common office applications.
• Advantageous to hold certifications or coursework related to customer service or communication.