Customer Support Specialist, B2B

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🕒 June 30

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GLOBALTALENT

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 10+

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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