SUPPORT ASSISTANT - CUSTOMER

Description

Job Summary: Handle Level 2 support tickets, ensuring accurate and timely resolution within SLA for logistics, warranty, and finance-related issues, while guaranteeing the best customer experience. Key Highlights: 1. Handle Level 2 support tickets 2. Ensure the best customer experience 3. Conduct coordination with internal departments **Job Mission** Handle Level 2 support tickets, ensuring accurate and timely resolution within the defined SLA for incidents related to logistics, warranty, and finance, thereby guaranteeing the best customer experience and compliance with internal procedures. **Key Responsibilities** * Analyze, validate, and handle tickets escalated from Level 1 operations (direct customer service); * Perform tracking and system updates for tickets; * Coordinate with internal departments (logistics, finance, commercial, and partners) to resolve incidents; * Monitor deadlines and operational workflows to ensure adherence to defined SLAs; * Execute processes such as refunds, reshipments, returns, or reimbursements according to current policies; * Record evidence and fully document traceable handling in systems; * Ensure compliance with standard operating procedures (SOPs) and customer service quality policies. * Support monitoring of key performance indicators (KPIs), including backlog, average handling time, and resolution rate. **Mandatory Requirements** * Completed high school education; * Proficiency with customer service and ticket management tools; * Strong communication, writing, and attention-to-detail skills; * Analytical ability and sense of priority; * Ability to work simultaneously across multiple systems. **Preferred Qualifications** * Prior experience in BackOffice, Level 2 support, or after-sales will be considered a strong advantage.