Digital Customer Specialist

Role Overview The Digital Customer Specialist is primarily responsible for providing service and taking care of customers through Stonegoat's various communication channels. This role involves receiving initial inquiries, providing assistance, giving accurate information, answering questions, resolving issues that can be handled directly, and following up on customer requests to ensure they are processed appropriately. Additionally, the role is responsible for recording Feedback and issues received from customers, coordinating with relevant departments to follow up and resolve problems, and escalating complex cases or those beyond the scope of responsibility to supervisors for further action.

Responsibilities

1. Customer Service

• Respond to Customer Enquiries through channels specified by the company.
• Provide information regarding Membership, Pricing, Promotions, Programs, Classes, Events, and other related information.
• Provide assistance and initial problem-solving for customers.
• Manage and clear customer messages within working hours.

1. Recording and Tracking

• Record customer Enquiries, Requests, Complaints, and Feedback.
• Follow up on Pending Cases until they have been processed.
• Update case statuses and related information to be current.
• Clearly hand over unfinished tasks or cases.

1. Coordination and Case Escalation

• Coordinate with relevant departments to find information or act on customer requests.
• Follow up with responsible departments when necessary.
• Inform customers of progress as appropriate.
• Escalate complex cases, complaint cases, or cases that cannot be resolved to supervisors.

1. Feedback and Customer Data

• Collect and record Feedback received from customers.
• Report recurring issues or questions to supervisors.
• Prepare necessary information for supervisors to use for analysis and Report preparation.

1. Branch and Service Knowledge

• Work at each branch according to the specified schedule to understand the Customer Journey and actual operations.
• Study and update information regarding services, promotions, programs, and Stonegoat policies.

Primarily WFH, with branch visits only 2 days per week. Working days and hours: 13:00–22:00 | 1 day off/week

Qualifications:

• At least 1 year of experience in Digital Customer Support, Social Media Moderation, E-commerce Operations, or other related fields.
• Bachelor's degree in Communication Arts, Marketing, Business Administration, or other related fields, or equivalent work experience.
• Help Desk / CRM: Experience using Customer Service or CRM systems such as Zendesk, Salesforce, or HubSpot.
• Social Media Management: Ability to use tools for managing Social Media channels such as OHO Chat, Meta Business Suite, Hootsuite, or Sprout Social.
• Collaboration Tools: Familiarity with tools used for teamwork and coordination such as Asana, Slack, Airtable, or other related tools.
• Very good English writing skills, using correct grammar and spelling, and able to communicate via text while appropriately maintaining the brand's style and tone.
• Ability to handle negative reviews or messages from dissatisfied customers calmly, appropriately, and professionally.
• Ability to type and respond to messages quickly, multitask, and work within defined Service Level Agreements (SLA) while maintaining accuracy and attention to detail.