Post-sales Customer Service Officer

Bitmain Technologies Pte Ltd

Post-sales Customer Service Officer

Bitmain Technologies Pte Ltd

Position Level: Entry Level, Experienced

Qualification: Diploma, Bachelor's / Honours

Job Nature: Permanent

Job Responsibilities for junior positions:(主要:处理流程偏多,团队协作能力, 独立工作能力)

  • Respond to overseas customer inquiries related to our products via email, telephones or tickets in a timely manner; 处理流程偏多
  • Research and resolve overseas customer issues of product usage and repair process; 处理流程偏多
  • Create and maintain key knowledge base and help to articulate to help customer solve their problems efficiently; 处理流程偏多
  • Independently serve as an expert resource to custom clearance issues of different countries; 独立工作能力
  • Assist with system changes, including planned data migration of sales, after-sales and customer data as assigned; (内部协调, 团队协作)
  • Build sustainable relationships and engage customers by taking the extra mile, seize opportunities to upsell services when they arise; (内部协调, 团队协作)
  • Adhere to quality standards, deadlines, metrics, proper procedures and department goals during the daily operations; (内部协调, 团队协作)
  • Additional tasks or projects as assigned;

Additional responsibilities for Senior position:

  • Handles all escalated customer complaints。(高级处理流程能力)
  • Handle VIP customers (高级处理流程能力)
  • Analyse the weekly issues from customers to make summary and improved solution; (分析总结能力)
  • Able to give valued suggestion on optimizing the procedure on workflow or system; 分析总结能力)
  • Cooperate and negotiate with different departments or agents around the world to make sure the whole repair process completed smoothly and efficiently. (横向沟通能力)
  • Train the new colleagues, assist Junior staffs in handling difficulties or complex problems in an efficient way to optimize customer satisfaction and minimize the loss. (培训管理能力)
  • Identify and manage resolution of technology, process, and operational issues specific to each customer. (培训管理能力)
  • Give support to team leaders to facilitate successful completion of company’s targets and performance goals in the customer service team. (团队协作能力)

Job Requirements:

  • Bachelor’s degree or Diploma in Business, Engineering or any other related fields;
  • Strong written communication skills in English and Mandarin as candidates need to communicate with Chinese-speaking and English - speaking internal and external stakeholders on a daily basis.
  • Customer service focus – both internal and external customers;
  • Ability to empathize with and prioritize customer needs;
  • Ability to resolve conflicts and set appropriate expectations with customers;
  • Ability to work with customers and colleagues world-wide;
  • Self-managing and motivated
  • Basic understanding of computer networks;
  • Good command of Excel is necessary for senior positions;
  • Experience of handling international logistics business and customer clearance issues will be added advantage;
  • Experience of working with Zendesk system is preferred.
  • Curiosity and strong interest in emerging technologies, especially but not limited to cryptocurrency will be preferred.
  • Understanding of the cryptocurrency ecosystem and its components, especially mining and the blockchain will be preferred;
  • Good understanding on how a mining pool works will be preferred;

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