Customer Support Associate

Responsibilities:

• Respond to customer queries in a timely and accurate way via phone, email, and live chat.
• Identify customer needs and help customers use specific features.
• Maintain quality service while ensuring continuous productivity contribution.
• Follow up with customers to make sure that their concerns, including technical issues, are well addressed.
• Follow up on updates to our internal databases, SOPs, policies, and technical information.
• Review issues in production and report recommendations (for example, by testing different scenarios or impersonating users).
• Share feature requests and effective workarounds with team members.
• Collect customer feedback and share it with our product, marketing, or related teams in order to enhance our products and services.
• On occasion, assist in the training of new customer support agents.

Qualifications:

• Bachelor’s degree in any field.
• New graduates are also welcome
• A customer-centric mindset means focusing on providing a positive customer experience.
• Strong verbal and written communication skills in both Thai and English
• Excellent communication, explanation, attention to detail, can-do attitude, and leadership skills
• Comfortable working in a fast-paced, ambiguous environment
• Ability to prioritize and manage multiple responsibilities
• The ability to remain calm and maintain patience during difficult client interactions.
• Flexible working hours, working days (holidays), and ability to work on shifts.

Nice to have:

• Experience in cryptocurrency, online payments, banking, exchanges, or any of these is preferred.
• Experience in an operations or customer support position
• Work experience in a high-growth startup or tech company