Customer Support

  • Quess global
  • Oct 10, 2018
Full time Business Development Customer Service Entry Level Marketing Other

Job Description

Position : Community Operations Specialist – Laos Market


Location : Bangkok  


  • Responsibilities:

o   Assist our community and help resolve inquiries empathetically, accurately and on time

o   Become and remain knowledgeable about products and community standards

o   Make well balanced decisions and personally driven to be an effective advocate for our community

o   Strong interpersonal skills, verbal and written communication skills and most importantly empathy

o   Display a strong bias to doing what’s right for our community in supporting Client's mission

o   Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content

o   Respond to user inquiries with high quality, speed, empathy and accuracy

o   Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users

o   Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site

o   Enforce Project's Terms of Use by carefully monitoring reports of abuse on the site

o   Review the reported content within agreed turnaround times and standards of quality

o   Identify inefficiencies in workflows and suggest solutions

o   Recognize trends and patterns, and escalate issues outside the company policy to the global team

  • Minimum requirements:

o   Language requirements:

  • Agreed upon minimum English language test score based on mutually agreed upon external English language test or acceptable approved equivalent
  • Agreed upon minimum language test score based on mutually agreed upon external English language test or acceptable approved equivalent for the language supported by each specific rep in addition to English

o   Reasoning/analytical capabilities:

  • Minimum score to be achieved in Vendor reasoning/analytical test – mutually to be agreed upon between both parties

o   Education:

  • Minimum Bachelor’s Degree in any field

o   Experience:

  • Minimum 1 year prior Operations experience in a shared services, Business Process Outsourcing environment or comparable service/process mgmt. environment
  • High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each rep – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with Project’s abuse standard policies and training materials
  • Agreeable to live in Bangkok for at least 2 years, work on shifting schedules and holidays

Sowmya C.K                   


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