CUSTOMER SUPPORT ASSISTANT

Description

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