Client Support Specialist, B2B

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🕒 Julho 11

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GLOBALTALENT

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 10+

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

GLOBALTALENT é um provedor líder de serviços de Recursos Humanos (RH) e gestão da força de trabalho na China, fundado em 2004. A empresa integra a arte do recrutamento à tecnologia, oferecendo soluções de talentos de alto padrão. A GLOBALTALENT ajuda empresas da Fortune 500 e negócios em rápido crescimento a identificar, recrutar e contratar os melhores profissionais, saindo na frente na disputa por talentos. Com mais de 300 parcerias com clientes e mais de 3. 000 projetos bem-sucedidos, a GLOBALTALENT é reconhecida como uma agência de recrutamento de prestígio em toda a Ásia. Conhecida por sua expertise, a GLOBALTALENT desenvolveu um sistema líder no setor de gestão do conhecimento e rastreamento de talentos, que combina competências profissionais com tecnologia de AI para agilizar a busca por talentos. A expertise da empresa abrange diversos setores, incluindo ciências da vida, farmacêutico, tecnologia, finanças e bens de consumo.

Descrição

• Manage high-volume customer inquiries across email, live chat, and ticket management platforms. • Resolve customer requests while consistently meeting SLA and quality expectations. • Accurately document customer interactions and maintain detailed ticket records. • Prioritize customer requests based on urgency and business impact. • Own customer cases from initial contact through final resolution while keeping clients informed throughout the process. • Process order updates, modifications, replacements, credits, refunds, and account changes. • Investigate delivery issues, missing items, incorrect orders, and operational exceptions. • Maintain accurate customer account information and delivery preferences. • Support onboarding activities and account setup for new business clients. • Ensure operational accuracy across all customer requests. • Deliver professional, empathetic, and solution-oriented support through email and chat. • Respond to inquiries related to orders, billing, deliveries, subscriptions, products, and account management. • Utilize SOPs, internal documentation, and knowledge base resources to provide consistent support. • Maintain exceptional written communication while managing multiple customer conversations. • Partner closely with Operations, Logistics, Fulfillment, Customer Experience, and other internal teams. • Escalate complex customer issues with complete documentation and clear business context. • Follow up on escalated cases until successful resolution. • Communicate operational risks proactively. • Identify recurring customer issues and operational trends. • Recommend improvements to workflows, documentation, and customer experience. • Support process optimization initiatives. • Help maintain internal documentation and knowledge base articles.

🎯 Requisitos

• 3+ years of experience in Client Support, Customer Support, Customer Success, Customer Experience, Account Support, or similar customer-facing roles. • Experience supporting high-volume customer interactions via email, live chat, and ticket management platforms. • Experience using CRM platforms (such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, or similar). • Experience using ticket management/customer support platforms (such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar). • Strong written and verbal English communication skills. • Excellent written communication and customer-facing professionalism. • Outstanding attention to detail. • Strong organizational and multitasking skills. • Ability to work independently in a remote environment. • Strong problem-solving skills and customer ownership mindset. • Highly Preferred (PLUS) - Experience supporting B2B or Enterprise clients. • Experience within Hospitality, Healthcare, Education, Food, Logistics, Fulfillment, Subscription, or E-commerce industries. • Experience with Order Management or Account Management. • Experience collaborating with Operations, Logistics, Product, or Supply Chain teams. • Experience supporting customer onboarding or managing complex customer accounts.

🏖️ Benefícios

• Health insurance • Remote work flexibility • Professional development opportunities