Customer Success & 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 through email, live chat, and ticket management platforms. • Respond to customer requests professionally, accurately, and within established SLA targets. • Maintain complete and detailed documentation for every ticket and customer interaction. • Prioritize cases based on urgency, business impact, and operational requirements. • Own customer cases from initial contact through final resolution. • Keep clients proactively informed throughout the resolution process. • Manage multiple customer conversations while maintaining service quality and accuracy. • Support onboarding and account setup for new business clients. • Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams. • Build trusted relationships with business clients by understanding their operational needs. • Identify recurring customer issues, ticket trends, and operational gaps. • Recommend improvements to workflows, internal documentation, and customer communications.

🎯 Requirements

• 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, Pipedrive, 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 manage multiple customer requests in a fast-paced environment. • Strong problem-solving and critical-thinking abilities. • Strong sense of ownership and accountability. • Ability to work independently in a fully remote environment. • Comfortable supporting customers through email, chat, phone, and other digital channels. • Proficiency with Google Workspace, Slack, Microsoft Office, and business communication tools.

🏖️ Benefits

• Health insurance • Flexible work arrangements