Customer Support Representative

- Reach KPI target - Manage, lead, and coach CS agents team - Inspect CS agent’s service quality to make sure they are aligned with the company standards - Analyze data and summarize most common issues & communicate with internal stakeholders to implement improvement - Communicate with the company’s technical team to resolve customer’s issues in timely manner - Track and report user feedback with the goal of improving the usability of our services - Create and monitor work programs for CS agents' improvement - Hiring, train & develop new CS agents

- Handling complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. - Responsible for checking and verifying customer verification request (KYC). - Handling customer complain and inquiries through Zendesk (email ticketing). - Providing reports and feedback on the efficiency of the customer service process. - Developed and maintained positive relationships with customers through excellent communication and follow-up skills. - Exceeded customer satisfaction goals by achieving rates of above 92%, demonstrating a strong focus on meeting customer needs and delivering exceptional service.

- Worked in a team environment to ensure customer inquiries were answered promptly and accurately. - Coordinated with other departments to ensure customer service objectives were met. - Handled customer complaints and inquiries in a professional and courteous manner. - Monitored customer satisfaction levels and take corrective action when necessary. - Resolved customer service issues in a timely and efficient manner. - Successfully managed a high volume of customer inquiries by handling up to 100 requests per day and providing support to up to 4 customers simultaneously. - Exceeded customer satisfaction goals by achieving rates of above 92%, demonstrating a strong focus on meeting customer needs and delivering exceptional service.

- Translate legal documents from the source language to the target language, ensuring accuracy and fluency. - Research legal terminology and concepts to ensure that translations are culturally appropriate and accurate. - Proofread and edit translated documents to ensure that they meet quality standards. - Keep up-to-date with changes in legal terminology and translation best practices.

Translating many kinds of texts from client, such as: legal text, news text, company profile, academic text, etc.

- Created and administered assessments to measure student progress. - Established positive relationships with students to foster a supportive learning environment. - Identified areas of need and provided additional support as required. - Mentored English Language Learners and provided additional support to ensure comprehension.