Job Description: Customer Support Specialist (APAC)
Role: Customer Support Specialist
Location: Anywhere (APAC)
Employment Type: Full-Time, Remote
Department: Customer Support & Services
About Deel
Deel is at the forefront of global hiring and payroll solutions. With our mission to remove borders from hiring, we enable companies to hire the best talent from anywhere in the world. Our platform empowers businesses to onboard, manage, and pay their remote teams seamlessly. Operating in over 100 countries, Deel has a dynamic team of more than 3,000 individuals dedicated to fostering global connections and providing exceptional service to customers worldwide. We are proud to be an industry leader, with a valuation of $12 billion and growing rapidly.
Joining Deel means becoming part of a diverse and inclusive team committed to innovation and excellence. By creating opportunities for a global workforce, we are driving the future of work.
Role Overview
The Customer Support Specialist (APAC) will be an integral part of Deel’s Customer Support team. This position involves delivering exceptional customer service and resolving inquiries for clients across the Asia-Pacific region. As a remote role, you will work collaboratively with global teams to ensure the best customer experience and contribute to Deel’s success.
Key Responsibilities for Customer Support Specialist
- Customer Interaction: Engage with customers through multiple channels, including voice calls, live chat, email, and social media platforms, ensuring a positive and professional experience.
- Issue Resolution: Use a consultative and empathetic approach to resolve customer issues efficiently and effectively. Take full ownership of inquiries, investigate thoroughly, and ensure timely resolutions.
- Product Expertise: Develop an in-depth understanding of Deel’s platform and continually update your knowledge as new features and changes are introduced.
- Process Management: Handle customer requests such as processing orders, forms, applications, and other service-related inquiries. Maintain accurate records of customer interactions and transactions.
- Feedback & Collaboration: Share insights and feedback from customer interactions to improve processes and workflows. Communicate openly with internal teams to optimize customer service operations.
- Performance Targets: Consistently meet and exceed performance-related targets, including response time, resolution time, and customer satisfaction metrics.
- Specialization: Become a subject matter expert in specific account topics, offering specialized support and training to both customers and team members.
- Continuous Learning: Participate in regular training sessions to stay updated on product features, internal processes, and industry best practices.
- Adaptability: Embrace flexibility in work hours, including evenings and weekends, to accommodate customers in the APAC region.
Customer Support Specialist Qualifications & Skills
- Professional Experience:
- Preferred experience in customer-facing roles such as BPO, call centers, or customer support teams.
- Experience with SaaS platforms is highly desirable.
- Technical Skills:
- Proficiency in using customer support platforms like Zendesk.
- Comfortable working across multiple platforms to manage tickets and provide support.
- Communication:
- Fluent in written and verbal English, with excellent communication skills.
- Ability to effectively address customer objections and provide clear, empathetic responses.
- Problem-Solving:
- Strong analytical and investigative skills.
- Outcome-oriented mindset with the ability to work independently and make decisions.
- Teamwork:
- Exceptional collaboration skills and a proactive attitude.
- Open-minded and receptive to constructive feedback.
- Remote Work:
- Self-motivated and capable of managing responsibilities independently in a remote setting.
Why Join Deel?
- Global Impact: Work with a diverse team that’s redefining the future of work.
- Remote Flexibility: Enjoy the freedom of remote work while contributing to a dynamic, fast-paced environment.
- Career Growth: Access to continuous training and upskilling opportunities.
- Competitive Rewards:
- Provided computer equipment tailored to your role.
- Stock grant opportunities based on role and location.
- Access to WeWork offices where available.
- Scalable perks and benefits based on your country of residence.
At Deel, we embrace diversity and inclusivity, ensuring equal opportunities for all candidates. If you require accommodations during the recruitment process, please inform our Talent Acquisition Team.
Interview Questions and Sample Answers for Customer Support Specialist
1. Can you describe a time when you resolved a challenging customer issue?
Sample Answer: “In my previous role, a customer reported a recurring issue with a product. I listened empathetically to their concerns, investigated the root cause, and collaborated with the technical team to implement a solution. I ensured regular updates were provided to the customer, resulting in a resolution that exceeded their expectations. This experience taught me the importance of ownership and communication.”
2. How do you handle a situation where you do not know the answer to a customer’s question?
Sample Answer: “If I encounter a question I don’t know the answer to, I acknowledge the customer’s concern and inform them that I will investigate. I utilize internal resources, consult with team members, or escalate to the appropriate department. I always follow up with the customer promptly to provide a resolution.”
3. What steps would you take to prioritize multiple customer queries during a busy period?
Sample Answer: “I would assess the urgency of each query, focusing on issues that impact business continuity or customer satisfaction the most. Using ticketing systems, I would organize tasks and communicate realistic timelines to customers while ensuring efficient resolutions.”
4. How do you ensure customer satisfaction during interactions?
Sample Answer: “I maintain a positive and empathetic tone, actively listen to the customer, and ensure clear communication. By providing timely updates and going the extra mile to resolve their issues, I build trust and leave a lasting positive impression.”
5. Tell us about your experience working with Zendesk or similar platforms.
Sample Answer: “I have extensive experience using Zendesk to manage tickets, track customer interactions, and analyze support metrics. The platform helps me stay organized and deliver consistent support. I also leverage its reporting features to identify trends and improve processes.”
6. How do you handle difficult or irate customers?
Sample Answer: “I remain calm and empathetic, allowing the customer to express their concerns. I acknowledge their feelings and reassure them that I will resolve their issue. By focusing on solutions and maintaining professionalism, I often turn negative experiences into positive outcomes.”
7. What motivates you to work in a customer support role?
Sample Answer: “I am passionate about helping others and thrive in roles that allow me to make a positive impact. The opportunity to solve problems, build relationships, and contribute to a company’s success motivates me to excel in customer support.”
8. How would you stay updated with Deel’s platform and new features?
Sample Answer: “I would participate in training sessions, review product documentation, and actively seek information on updates. Engaging with team members and attending meetings would also help me stay informed and provide accurate support to customers.”
9. How do you manage working independently in a remote environment?
Sample Answer: “I create a structured daily routine, set clear goals, and prioritize tasks. Utilizing productivity tools and maintaining open communication with my team ensures I stay on track and deliver results efficiently.”
10. Why do you want to join Deel?
Sample Answer: “I am inspired by Deel’s mission to connect global talent and redefine remote work. Your commitment to innovation and inclusivity aligns with my values, and I’m eager to contribute my skills to deliver exceptional support and grow with the company.”