SUPPORT ASSISTANT - CUSTOMER

Description

Job Summary: Handle Level 2 support tickets, ensuring accurate and timely resolution within SLAs for issues related to logistics, warranty, and finance, thereby delivering the best possible customer experience. Key Highlights: 1. Handling Level 2 support tickets 2. Ensuring accurate resolution and SLA compliance 3. Focusing on customer experience and internal procedures **Job Mission** Handle Level 2 support tickets, ensuring accurate and timely resolution within SLAs for issues related to logistics, warranty, and finance, thereby delivering the best possible customer experience and complying with internal procedures. **Main Responsibilities** * Analyze, validate, and handle tickets escalated from Level 1 operations (direct customer service); * Track and update tickets in relevant systems; * Coordinate with internal departments (logistics, finance, sales, 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 actions 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. **Desirable Requirements** * Prior experience in Back Office, Level 2 support, or after-sales will be considered an advantage.