客戶服務專員 | Customer Support Representative

At Wisdomise we're revolutionizing the way individuals engage with digital assets and financial markets. As an all-in-one, AI-powered platform, our mission is to democratize wealth creation by providing curated intelligence and exposure to investment opportunities. With a dedicated team of over 20 data scientists, AI specialists, software engineers, blockchain developers, and quant traders, we're committed to making financial markets more accessible and profitable for our users and partners. Join us on this journey as we pave the way for smarter investing and greater financial empowerment worldwide.

As a Customer Support Representative, you will be responsible for addressing customer inquiries, resolving issues, and ensuring customer satisfaction through various communication channels. You will serve as the frontline support for our products/services, assisting customers with questions, concerns, and technical problems. Your role will involve providing prompt and courteous responses, troubleshooting issues, and escalating complex cases to higher levels of support when necessary. Additionally, you will maintain detailed records of interactions and contribute to improving the overall customer experience. Also this is a remote position and candidates can work from anywhere.

Responsibilities:

• Respond to customer inquiries via phone, email, chat, and other communication channels in a timely and professional manner.
• Provide accurate information about products/services, features, and policies.
• Assist customers with account setup, troubleshooting technical issues, and navigating our platform or website.
• Troubleshoot and resolve common problems independently, escalating complex issues to senior support staff or technical specialists as needed.
• Document customer interactions, including the nature of the inquiry, actions taken, and resolutions provided, in our CRM system or ticketing software.
• Follow up with customers to ensure their issues are fully resolved and their needs are met.
• Collaborate with other team members, including sales, product development, and technical teams, to address customer concerns and improve product/service offerings.
• Stay informed about product updates, new features, and industry trends to better assist customers and provide accurate information.
• Identify opportunities for process improvements and share feedback with the management team to enhance the overall customer support experience.
• Maintain a positive and empathetic attitude towards customers, demonstrating patience and understanding in all interactions.

• Previous experience in customer service or support roles preferred.
• Excellent communication skills in Chinese and English, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to work efficiently under pressure and in a fast-paced environment.
• Proficiency in using customer support software, CRM systems, and other relevant tools.
• Flexibility to work in shifts, including weekends and holidays, if required.
• Empathy and patience when dealing with customers' concerns and complaints.
• Ability to work independently as well as part of a team.
• High school diploma or equivalent; additional education or training in customer service is a plus.
• Familiarity with basic computer applications and technical troubleshooting concepts.
• Commitment to delivering exceptional customer service and ensuring customer satisfaction.