Customer Service Specialist
Customer Service Specialist
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Aigens Technology Limited is a market leader in F&B and Hospitality technology empowering over 500 brands across the Asia Pacific including global names like KFC Burger King Starbucks Shake Shack Hyatt and Accor. Headquartered in Hong Kong we specialize in innovative solutions that transform customer experiences and maximize operational efficiency.
With rapid growth in the past three years expanding to 9 regional offices and a team of 150 (and counting) Aigens is shaping the future of F&B and Hospitality technology. If you are passionate about innovation and want to make an impact in this dynamic industry join us and be part of our journey.
What your daily work looks like:
- Customer Engagement:
- Provide excellent customer service through social media platforms ensuring inquiries and issues are resolved efficiently and professionally.
- Build and maintain positive relationships with both internal and external stakeholders.
- Provide excellent customer service through social media platforms ensuring inquiries and issues are resolved efficiently and professionally.
- Supporting Operations:
- Manage customer interactions using a ticketing system adhering to KPIs like response time and resolution time.
- Document and share lessons learned from recurring issues to improve processes and service quality.
- Manage customer interactions using a ticketing system adhering to KPIs like response time and resolution time.
- Technical Knowledge:
- Leverage basic networking knowledge to understand how applications work within a networked environment.
- Troubleshoot and escalate technical issues appropriately ensuring timely followup and resolution.
- Leverage basic networking knowledge to understand how applications work within a networked environment.
- Shift Coordination:
- Work in 9hour shifts with schedules between 8 AM and 10 PM across 5 working days including potential weekends.
- Work in 9hour shifts with schedules between 8 AM and 10 PM across 5 working days including potential weekends.
- Process Improvement:
- Actively contribute to knowledge base updates and suggest process optimizations.
- Take ownership of customer issues and follow through to resolution.
- Actively contribute to knowledge base updates and suggest process optimizations.
Requirements
We are looking for someone with:
- Core Skills:
- Ability to see the big picture and anticipate customer needs beyond immediate issues.
- Excellent followup skills to ensure tasks and tickets are closed promptly.
- Strong communication skills with empathy for customers concerns.
- Familiarity with ticketing systems and understanding of key performance indicators.
- Ability to see the big picture and anticipate customer needs beyond immediate issues.
- Technical Acumen:
- Basic networking knowledge (e.g. IP DNS etc.) and how software interacts with networked environments.
- Ability to diagnose and discuss applicationlevel issues.
- Basic networking knowledge (e.g. IP DNS etc.) and how software interacts with networked environments.
- Soft Skills:
- Resourceful and proactive in resolving customer challenges.
- Demonstrates empathy patience and adaptability in handling diverse customer situations.
- ability to manage nonEnglish speaking customers is an advantage
- Resourceful and proactive in resolving customer challenges.
- Preferred Qualifications:
- Prior experience in customer service or a similar role.
- Proven ability to manage customer interactions via social media platforms effectively.
- Prior experience in customer service or a similar role.
Benefits
What s on offer:
- Competitive salary for the right candidate
- 5day work week
- Friendly and peopleoriented work environment
- Working in a flat culture with talented individuals
- Join a young and growing brand backed by a great investment team
We are excited to welcome a highly motivated individual to join our team. If you meet the above qualifications and are eager to contribute to our organizations success we encourage you to apply.
Aigens is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color gender religion sexual orientation national origin genetic information or any other protected characteristic.
All applications will be handled in strict confidence and will only be used for recruitment related purposes. Applicants who do not hear from us within 6 weeks from the date of application may consider their applications unsuccessful. All information on unsuccessful candidates will be retained for a maximum period of 24 months
Employment Type
Full Time
