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Customer Support Specialist

1 hour, 21 minutes ago
Vietnam, Philippines
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Kpler

Kpler

Kpler provides a comprehensive platform for global trade intelligence, offering real-time data and analytics that empower businesses to plan, grow, and operate sustainably across various commodities and markets.

Professional Services
251-1K
Founded 2014
View All Jobs 10

Description

  • Respond to customer inquiries via email, chat, and other support channels in a professional and timely manner.
  • Investigate root causes of customer problems and recommend suitable solutions.
  • Resolve customer complaints, service requests, and support issues while maintaining high customer satisfaction.
  • Escalate complex or unresolved cases to the appropriate departments when needed.
  • Inform client-facing teams about downtime and relevant customer-impacting issues.
  • Maintain accurate customer records and document all interactions in the relevant systems.
  • Provide accurate information about products, services, policies, and procedures.
  • Follow up on open tickets and coordinate updates from internal teams.
  • Support order processing, billing inquiries, and account-related requests where applicable.
  • Identify recurring customer issues and contribute feedback for process or service improvements.

Requirements

  • 2+ years of experience in customer support.
  • Minimum Diploma, NITEC, or equivalent qualification.
  • Customer service certifications or formal training in customer communication/service excellence are an advantage.
  • Previous experience in a customer service, customer support, or related customer-facing role.
  • Proven ability to handle inquiries and resolve complaints professionally and in a timely manner.
  • Familiarity with customer service systems, CRM platforms, and ticketing tools.
  • Proficiency in Microsoft Office and general computer applications.
  • Strong verbal and written communication skills with excellent interpersonal abilities.
  • Ability to multitask, prioritise effectively, and perform well in a fast-paced environment.
  • Strong problem-solving skills with a customer-centric approach.
  • Fluency in English, spoken and written; additional language capabilities are advantageous.
  • Experience in the maritime, commodities, or tech industry is preferred.
  • Experience supporting customers through multiple channels such as email and live chat is preferred.
  • Exposure to service quality or KPI-driven environments is preferred.
  • Experience handling escalations or difficult customer situations is preferred.
  • Fluency in Mandarin is desirable.

Interested in this position?

Apply directly on the company website

Apply Now

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