Customer Service & Operation Assistant

Available to start immediately.

Customer Service & Operation Assistant

A. Customers Onboarding
Guide new customers through the onboarding process, ensuring a smooth and welcoming experience.
Assist customers in setting up their accounts and navigating the company's services or products.
Provide necessary documentation, tutorials, loom videos or demos to help tea ---------- mbers or customers get familiar with any membership or product features.
Follow up with newly onboarded customers to ensure they have everything they need and answer any initial questions.

B. Support Customers Inquiries
Respond promptly to inquiries from customers via email, phone, or chat, providing accurate and helpful information.
Assist with troubleshooting issues or concerns regarding products, services, or memberships.
Document and track customer inquiries, ensuring resolution in a timely manner.
Escalate complex issues to the appropriate departments or teams when needed.

C. Virtual and Live Event Help Desk Moderation
Serve as the point of contact for customers during virtual and live events, moderating the chat box to answer questions or assist the speaker.
Assist with technical troubleshooting for attendees during virtual events (e.g. login issues, audio/video problems).
Provide real-time support to event participants, ensuring a seamless experience and resolving any issues on the spot.
Ensure that help desk communications are clear, timely, and professional.

D. Platinu ---------- mbership Concierge Servicing
Provide dedicated, personalised support for VIP, platinum and diamond members, addressing their specific needs and requests.
Assist with exclusive service offerings such as priority booking, event access, and premium customer support.
Ensure all higher level members receive exceptional service, making them feel valued and well-cared for.
Follow up on special requests, maintaining a high level of communication and responsiveness.

E. Customer Care Social Media Engagement
Monitor the company’s social media channels for customer inquiries, feedback, or complaints.
Engage with customers on social media, responding to their questions or concerns in a timely and professional manner.
Collaborate with the marketing team to maintain a consistent and customer-friendly brand voice across all platforms.
Escalate any critical customer issues or trends observed on social media to the appropriate internal teams.

F. Assist in Event Logistics and Preparation (e.g. Preparing Name List, Change Event Dates for Customers, etc.)
Assist in preparing for events.
Travel to events if required.
Update event details in the system and communicate any changes (e.g. date changes, webinar link changes etc) to customers.
Ensure all event-related customer data is accurate and updated, such as attendance confirmations and special requests.
Help coordinate behind-the-scenes event setup tasks, ensuring smooth operations for both live and virtual events.

G. Assist in Minor Finance Functions (e.g. Refunds, Payment Verification, and Sales Reports)
Process customer refunds in a timely and accurate manner, ensuring that the financial team is updated accordingly.
Assist in verifying customer payments and address any discrepancies related to billing or transactions.
Help in providing information to assist in preparing basic sales reports, including tracking payment status, refunds and customer transactions.
Collaborate with the finance and sales team to resolve any customer payment-related queries or concerns.