A Customer Support Advisor is a highly skilled, customer-focused professional responsible for delivering exceptional support to both program administrators (clients) and members. This role primarily supports program administrators (CSS function) while also contributing to Member Support to ensure seamless end-to-end service.
In this role, you will own a diverse portfolio of support cases, including complex and escalated issues. You bring a strong understanding of the platform, apply advanced problem-solving skills, and collaborate cross-functionally to drive timely and effective resolutions. You are viewed as a trusted resource within the team and contribute to elevating overall support quality.
Operational Excellence
Own customer support for Taiwan, Hong Kong, and Macau learners in Traditional Chinese, resolving account and payment issues, investigating root causes, and improving Speak’s AI support and product.
Coordinates high-value Host inquiries and escalations across the FR-Benelux region, resolving issues, improving listing quality and Host satisfaction, and supporting Market Management teams and local events.
Provide first-line customer support across phone, email, and chat, managing requests efficiently, resolving complaints, and collaborating with colleagues to deliver accurate, friendly service and improve customer experience.
Handle customer and partner inquiries across phone, email, and messaging, resolve service issues, and improve support processes while serving customers across Agoda’s travel products.
Support families with bookings, billing, payments and subsidy enquiries by responding across phone, email and chat, investigating issues, maintaining accurate records and delivering a positive customer experience.
