L2 Customer Services (Marketing and Digital Product)

Job Responsibilities: 

• Identify and address users’ issues by directly communicating with them via email, handling cases, complaints, and feedback escalated from the L1 frontline. 
• Validate users’ concerns and coordinate with the Campaign PIC or RM for seller-related inquiries. 
• Manage daily assigned cases and ensure all escalated cases are resolved or followed up on by the end of each shift. 
• Demonstrate a willingness to learn and quickly adapt to new environments and procedures. 
• Embrace new initiatives and proactively share updates with the team. 
• Balance adherence to company policies while delivering value to customers in decision-making processes. 
• Monitor and manage backlogs, ensuring key performance indicators (KPIs) are consistently met.

Requirements: 

• Minimum of 1-2 years in a relevant field, such as customer service or digital marketing. 
• Logical problem-solving abilities with strong structured thinking. 
• Effective workload prioritization and high attention to detail. 
• Ability to work independently and as part of a team, with a positive attitude and eagerness to learn. 
• Strong skills in managing expectations and driving performance while collaborating with internal stakeholders. 
• Proven ability to resolve users’ issues end-to-end, demonstrating flexibility to adapt to changing priorities, user needs, and work schedules.
• Multitasking capabilities with a commitment to delivering quality work in a dynamic environment. 
• Familiarity with Microsoft Excel is an advantage. 
• Excellent verbal and written communication skills.