Global Customer Support (Chinese Language)

As a Customer Support Associate, you- ll be a problem solver, a coach and sometimes just a really good listener. And you- ll do all this with a smile on your face because at Knowcross we succeed when our customers succeed.

What will you do ?

- Comprehends and interprets documents/emails/conversations from Chinese to English (and vice versa) language.

- Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system.

- Use knowledge of web-based applications and networking to troubleshoot and resolve client issues.

- Perform tests to isolate the source of issues.

- Escalate issues to the Technical team when necessary.

- Liaise with all related teams and departments to ensure customer satisfaction and deliver the Knowcross promise.

- Verify technical fixes from the Technical team.

- Use remote desktop sharing application to assist end-users and resolve issues.

- Provide efficient and timely support to customers across geographies.

- Adhere to processes defined for case logging via Salesforce or other tools as mandated.

- Proactively conduct account reviews of select customers on a regular basis to review service needs and usage trends.

- Contribute positively to company standards of NPS - customer satisfaction tracking metrics.

- Act as an ambassador of the Knowcross brand.

This is for you if you :

- Are able to read, write, speak and understand Chinese

- Have a smiling face, engaging personality and passion for customer service.

- Possess 1 to 3 years of professional experience working in an International BPO or in the hospitality industry, preferably in an operating role (Front Office Team, Guest Relations / Service Team, Housekeeping Team) with a top hotel.

- Are flexible with shift timings.

Technical Competencies you'll possess :

- Excellent command over written and spoken Chinese and English.

- Strong Customer Management and Problem Solving Skills.

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