Customer Support Representative, 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. • Respond to customer requests professionally, accurately, and within established SLA targets. • Maintain complete and detailed ticket documentation. • Prioritize cases based on urgency, operational impact, and service commitments. • Follow customer cases from initial contact through final resolution. • Keep clients informed throughout the resolution process. • Manage multiple customer conversations while maintaining accuracy and service quality. • Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes. • Investigate missing, damaged, incorrect, or delayed deliveries. • Monitor active orders and proactively communicate updates to customers. • Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams. • Maintain accurate delivery information, customer records, and account preferences. • Support new-client account setup and verification. • Respond to inquiries related to orders, billing, deliveries, products, subscriptions, and account management. • Deliver empathetic, professional, and solution-oriented written communication. • Use approved SOPs, macros, templates, and knowledge base resources. • Provide proactive updates during delays, service interruptions, and operational incidents. • Communicate clearly with business clients and internal stakeholders. • Gather complete order, shipment, account, and customer information before escalating cases. • Clearly document the issue, actions already taken, and relevant business impact. • Partner with Operations, Logistics, Fulfillment, and Customer Experience teams. • Follow up on escalated cases until resolution. • Proactively flag recurring operational risks and service failures. • Identify recurring customer issues, ticket trends, and process gaps. • Recommend improvements to workflows, documentation, and customer communications. • Support the testing and refinement of new tools and operational processes. • Contribute to internal knowledge base articles, SOPs, and support resources.

🎯 Requisitos

• 3+ years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or a similar customer-facing role. • 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, Odoo, or similar. • Experience using ticket management or customer support platforms such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar. • Strong written and verbal English communication skills. • Live chat support experience. • Strong attention to detail and accuracy. • Excellent organization and time-management skills. • Ability to prioritize multiple requests in a fast-paced environment. • Strong problem-solving and critical-thinking abilities. • A strong sense of ownership and accountability. • Ability to work independently in a fully remote environment. • Comfortable communicating with customers through email, chat, phone, and other digital channels. • Proficiency with Google Workspace, Slack, Microsoft Office, and common business communication tools.

🏖️ Benefícios

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements