Customer Support Representative

Led the hiring and onboarding process for the Nigeria Customer Service team. Managed daily operations of the Zendesk support team and Customer Service Representatives (CSRs). Delivered training and continuous coaching to improve service quality and team performance. Developed, implemented, and updated Standard Operating Procedures (SOPs) for customer service operations. Coordinated effective communication between internal departments and external teams. Monitored and maintained overall customer service performance and service standards. Tracked team KPIs, ensured individual performance targets were met, and managed CSR incentive programs.

Communicated professionally with international customers in English and Bahasa Indonesia, and internally in Chinese. Handled customer inquiries and complaints, provided timely solutions, and followed up to ensure resolution. Verified customer data, certificates, and payment status for accuracy and compliance. Maintained regular customer follow-ups via WhatsApp, email, and Zendesk. Recorded and organized daily customer communication and support activities. Managed customer experience through Zendesk and supported international clients. Managed the company’s Telegram social media channel. Collected, managed, and analyzed customer data and behavior changes. Translated documents from Chinese to English. Prepared internal documents and Standard Operating Procedures (SOPs). Built a strong knowledge of the foreign exchange and cryptocurrency industries. Conducted team training and supported hiring for Indonesian team positions.

Assisted, communicated, and coordinated with Chinese expatriates. Prepared and processed employee resignation letters. Translated documents between Chinese, English, and Bahasa Indonesia. Conducted initial candidate screening interviews. Conducted an average of 20 daily phone calls for short interviews and background checks. Handled recruitment and selection administrative activities for local employees in accordance with company needs and policies. Reviewed and shortlisted candidates’ CVs based on company requirements. Managed company operational expenses, including transportation, telephone, departmental reimbursements, and internet payments. Sourced and evaluated vendors for marketing projects and office tender processes. Designed posters for language and literature projects. Managed departmental workflows and processes through the internal system.