Client Support Specialist, B2B

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GLOBALTALENT

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 10+

🎯 Recruiter

👥 HR Tech

🤖 Artificial Intelligence

Recruitment • HR Tech • Artificial Intelligence

GLOBALTALENT is a leading human resources and employment management service provider in China, established in 2004. The company focuses on integrating the art of recruitment with technology, providing high-standard talent solutions. GLOBALTALENT helps Fortune 500 companies and rapidly growing businesses to identify, recruit, and hire top talent, thereby winning the talent acquisition game. With over 300 client partnerships and more than 3,000 successful projects, GLOBALTALENT is renowned as a reputable recruitment agency across Asia. Known for its professional expertise, GLOBALTALENT has developed an industry-leading knowledge management and talent tracking system that combines professional skills with AI technology to streamline the talent search process. The company's expertise spans various sectors including life sciences, pharmaceuticals, technology, finance, and consumer goods.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • Remote work flexibility • Professional development opportunities