Customer Service Representative (CSR) -Night Shift
LF Lending Services Corporation
Job Overview:
We are looking for a responsible and detail-oriented Customer Service Representative to handle front-end customer inquiries in a fully English-speaking environment.
The role mainly supports customer communication through APP messages and emails, provides basic customer replies based on the company knowledge base, records issues properly, and coordinates with the relevant teams when technical checking or follow-up is required.
Key Responsibilities:
- Handle customer inquiries through APP messages and emails in English.
- Provide accurate and professional replies based on the company knowledge base.
- Respond to customer messages within the required response time during working hours.
- Identify and record customer issues that require technical investigation or further confirmation.
- Maintain proper records in tracking sheets for issues that require follow-up.
- Inform customers that progress updates will be provided within 24 hours when the issue cannot be resolved immediately.
- Escalate unresolved or special cases to the relevant internal team in a timely manner.
- Maintain a polite, patient, and professional communication style at all times.
Performance Requirements:
- Response time: reply within 10 minutes during working hours.
- Accuracy requirement: maintain over 95% reply accuracy.
- Ensure all pending issues are properly registered and followed up.
- Provide clear and consistent customer communication.
Qualifications:
- Senior High School graduate or above.
- Good written English communication skills.
- Experience in customer service, email support, chat support, or APP support is preferred.
- Able to work independently during night shift hours.
- Detail-oriented and able to follow standard reply guidelines.
- Able to record customer issues clearly and accurately in tracking sheets.
- Patient, responsible, and service-oriented.
- Basic understanding of APP-related customer support is an advantage.
Working Schedule:
- Working time: 10:00 PM to 7:00 AM
- Work arrangement: 4 hours work + 1 hour break + 4 hours work
- Workdays: 5 days per week
- Fixed rest days: Tuesday and Thursday
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