Customer Support Representative, 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. • 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.

🎯 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, 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.

🏖️ Benefits

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