Customer Support Specialist, B2B

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🕒 Junho 30

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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

• Perform order entry, modifications, and account updates using Shopify and internal systems. • Process remakes, replacements, and credit requests accurately while meeting established SLAs. • Investigate missing, damaged, incorrect, or delayed deliveries and coordinate appropriate resolutions. • Monitor active orders and proactively communicate updates to customers. • Partner with Logistics, Fulfillment, and Operations teams to resolve order-related issues. • Manage inbound support tickets, emails, and live chat inquiries in a timely and professional manner. • Prioritize customer issues based on business impact, urgency, and service level commitments. • Maintain accurate ticket documentation and ensure customer inquiries are fully resolved. • Meet established SLAs for first response time, resolution time, and ticket quality. • Effectively manage multiple priorities while maintaining exceptional accuracy. • Support onboarding activities for new client accounts, including account setup and verification. • Maintain accurate customer records, contact information, delivery details, and account preferences. • Develop familiarity with assigned customer accounts and their operational requirements. • Support day-to-day client communication and account management activities. • Gather complete order, shipment, and account information before escalating issues. • Clearly document issues and provide detailed context for internal stakeholders. • Follow up on escalated cases to ensure timely resolution and customer communication. • Escalate operational risks and service failures appropriately. • Respond to inquiries related to orders, billing, deliveries, products, and account management. • Deliver professional, empathetic, and solution-oriented written communication. • Utilize approved SOPs, templates, macros, and knowledge base resources. • Provide proactive communication during service disruptions, delays, and operational incidents. • Utilize internal documentation and knowledge base resources to resolve customer inquiries. • Identify recurring customer issues, operational trends, and process gaps. • Recommend improvements to processes and internal documentation. • Participate in testing and refining new workflows, tools, and operational processes.

🎯 Requisitos

• 3+ years of experience in Customer Support, Client Services, Customer Success, Account Support, or similar customer-facing roles. • Experience managing high-volume support inboxes while maintaining exceptional attention to detail. • Live chat support experience is required. • Strong written and verbal English communication skills. • Experience supporting business clients or complex customer accounts is preferred. • Experience using HubSpot or similar CRM platforms is strongly preferred. • Experience using Shopify or similar order management systems is preferred. • Proficiency with Google Workspace, Slack, Microsoft Office, and business communication tools. • Exceptional attention to detail and accuracy. • Strong sense of ownership and accountability. • Excellent organizational and time management skills. • Ability to prioritize multiple requests in a fast-paced environment. • Strong problem-solving and critical-thinking abilities. • Comfortable working independently in a remote environment. • Ability to build strong relationships with business customers. • Proactive mindset with the ability to identify issues before they escalate.

🏖️ Benefícios

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