The responsibility of the Customer Support Specialist is to quickly identify the problem and provide solution or make escalation in a timely manner within established deadlines, keeping the balance between customer satisfaction and the service standard

Job Requirements

  1. Education – Bachelor’s Degree Required or equivalent working experience
  2. Experience – Minimum 1 year Customer Service experience with Digital Marketing is preferred
  3. Languages – English (Oral & Written) + Vietnamese and Thai/Khmer
  4. Tools/Systems – Fluency with basic productivity tools (Outlook, Ticket Management, Web Conferencing tools) and experience using CRM systems strongly preferred

Job Description

  1. Provide support through a variety of channels, including online chat, emails, instant messaging, and phone calls.
  2. Daily management of SMB customers enquiries advertising on Client's platforms, provide account setup guidance, account optimization advice and suggestion (call, email, chat) outreach cadence, high volume 80+ daily.
  3. Collect advertiser requirements, provide guidance on best practices and apply technology and product knowledge to address advertiser's business
  4. Act as point of contact to provide consultative support on agencies and advertisers accounts.
  5. Drive advertiser communications and technical issue resolution, aiming to achieve high level of customer satisfaction.
  6. Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
  7. Educate advertisers on product usage, from the basics to best practices.
  8. Troubleshoot and resolve complex cases.
  9. Answer advertiser questions online; provide account setup guidance and simple optimization suggestions for high-potential advertisers through outbound calls if needed, as well as reach out to problematic advertisers via telephone to provide solutions.
  10. Promoting advertising opportunities on in-scope TikTok products based on agreed scripts and scenarios.
  11. Required to work on Public Holiday, Weekends, and rotational shift depending on operation needs.
  12. Maintaining the quality of the provided services by initiatives to enhance activities and to promote customer satisfaction with the set qualitative and quantitative performance indicators.
  13. Concern for maintaining the quality of the provided services by initiatives to enhance activities and to promote customer satisfaction with the set qualitative and quantitative performance indicators.