Customer Service Specialist
Job Summary
We are looking for a Customer Service Support Specialist to manage POS system issues and provide outstanding support to our clients. You will serve as the primary contact for hardware and software troubleshooting across multiple communication channels. The ideal candidate is a tech-savvy professional capable of maintaining high service standards while resolving technical inquiries.
Responsibilities
- Respond to and resolve POS system inquiries via phone, email, and chat
- Troubleshoot technical software and hardware issues
- Document client interactions and maintain support records
- Collaborate with technical and operations teams for process improvement
Required Skills
- 1-3 years experience in Customer Service or IT Helpdesk
- Proficiency in English and Chinese
- Windows and Android OS knowledge
- Basic networking and POS hardware familiarity
- Proficiency in Microsoft Excel
Job Details
Customer Support & Issue Resolution
- Respond to client inquiries and issues related to POS systems via phone, email, and chat.
- Troubleshoot software and hardware problems and provide clear, step-by-step support.
- Accurately document client interactions, issues, and resolutions in the support system.
- Manage multiple support cases while delivering prompt and high-quality service.
- Escalate complex or unresolved issues to the relevant technical teams when necessary.
Service Quality & Client Experience
- Follow through on support cases and proactively update clients to manage expectations.
- Identify recurring issues or feedback trends and propose improvements to enhance service experience.
Process Improvement & Collaboration
- Work with internal teams (technical, operations, sales) to resolve client issues efficiently.
- Contribute to knowledge base development, documentation, and support resources.
- Assist with process enhancements to improve turnaround time, resolution accuracy, and customer satisfaction.
Requirements
- Proficiency in English and Chinese is preferred.
- 1–3 years of experience in a customer service or IT helpdesk role (POS system support is a plus).
- Good working knowledge of Windows and Android operating systems.
- Familiarity with basic networking and peripheral hardware setup.
- Comfortable using Microsoft Excel for tracking, logging, and reporting.
- Natural problem solver who can stay calm and resourceful under pressure.
- Organized, independent, and self-motivated with a strong desire to learn and grow.
- Collaborative and open-minded, ready to support a team-driven customer support environment.