Post-sales Customer Service Officer

Bitmain Technologies Pte Ltd

Post-sales Customer Service Officer

Bitmain Technologies Pte Ltd

Job Nature: Permanent

Position Level: Entry Level, Experienced

Job Category: Customer Service, Brand/Product Management, Business Development, Account Management

Qualification: Diploma, Bachelor's / Honours

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;

Company Overview

Bitmain is the world’s leading manufacturer of Bitcoin mining hardware and other related services. Our mission is to continually produce cutting-edge custom hardware, side by side with innovative software solutions, for both consumer and business use alike. We remain at the forefront of the Bitcoin mining industry, and take pride in being one of the most recognizable brands in the cryptocurrency space.
Bitmain was founded by several of the digital currency industry’s earliest players, and our team is comprised of passionate and pedigreed engineers, financial experts, and Bitcoin enthusiasts.
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