Project Introduction: We are a team dedicated to communication service innovation, and are committed to providing convenient, secure and multifunctional virtual number solutions for users all over the world. Our core products include Talk Now ,Text Number, Call Me and Sky Call, which are aimed at users with diverse communication needs, such as calling, SMS, verification code receiving, etc.
Responsibility
- Handle email inquiries and in-app customer complaints for all products under the Text project;
- Collect and organize user feedback across different products, and promptly report high-frequency and complex issues to the team;
- Prepare and deliver a weekly user feedback report to the product and technical teams;
- Develop and standardize SOPs for customer service processes, maintain the FAQ knowledge base, and manage issue categorization tags;
- Organize and refine customer service response templates, and take charge of maintaining FAQ articles for project-related products..
Requirements
- Excellent oral/written communication skills in English, able to communicate with clear logical thinking;
- Be able to understand the main job responsibilities of customer service and handle customers' problems and difficulties in a friendly manner; be customer-centered and pay attention to details;
- Applicants with experience in Zendesk, Livechat and digital CRM tools are preferred; proficient in Excel, PowerPoint and Word;
- Able to communicate results in a fast-paced environment; able to thrive with minimal supervision; good at capturing optimization points of daily work processes and SOPs;
- At least 1-2 years of working experience in the customer service industry; Internet, technology companies, and game companies are preferred.
Job Types: Full-time, Part-time