Customer Support Intern

Location: Asia-Pacific - Singapore
BU/Function: Customer Advocacy
Seniority: Entry and Support
Job Code: 1499

Job Responsibilities

The Customer Advocacy Intern will assist with walk-in customer appointments for defective Razer products that include but are not limited to: Systems, Peripherals, mobile, and gaming chairs. This agent will also assist with manning the Singapore Chair Assembly hotline and scheduling of assembly appointments. The inter will work with other departments with data entry and analysis, and the processing of backend operations. The Customer Advocacy agent must have excellent verbal and written communication skills as they will be communicating with various management levels, Carriers, Razer employees and most importantly customers. The agent must demonstrate the ability to comprehend and act on requests from management, FedEx, Razer employees and customers with the goal of resolving the inquiries in a timely manner. The Customer Advocacy agents need to be self-motivated, an expert in multitasking, thrives when working under pressure, and gets satisfaction from assisting others. We’re looking for someone that is customer service driven and someone that is solution oriented. The ideal candidate is looking for professional and personal growth, has a passion for creating meaningful and lasting customer experience, and being an advocate for the customer.

  • Scheduling of walk-in appointments for customers
  • Assists customers on site (in-person) for their defective products
  • Manning the SG Chair Assembly Hotline and scheduling appointments
  • Confirming customers appointments daily
  • Process RMA creation requests accurately and in a timely manner
  • Analyze, manage, and report on cases in Oracle
  • Basic troubleshooting on-site
  • Convey information from the warehouse/RC to the customer regarding the delivery/pick up availability of their package
  • Processing assigned cases within the given SLA, with the goal of 100% accuracy
  • Assist with the processing and analyzing of replacement and repair RMA’s
  • Generate and communicate repair quotations to customers
  • Assist with analyzing and working through large data files under strict timelines
  • Other duties as assigned by management

Pre-Requisites

  • Diploma or equivalent work experience
  • Data Entry background is preferred-but not required
  • Attention to detail is critical
  • Strong and proven problem-solving skills
  • Ability to multitask – working on multiple cases at the same time
  • Excellent organizational skills
  • Must demonstrate the ability to prioritize tasks and work under strict timelines
  • Able to excel and strive in a fast-paced environment
  • Self-motivated and self-driven
  • Excellent verbal and written communication skills and comprehension
  • Solution oriented
  • Process driven and dedicated to following and improving established policies and procedures
  • Ability to critically think and analyze information on the fly