As a Customer Support Specialist, you will serve as the frontline point of contact for customers, delivering responsive, high-quality support across multiple communication channels. You will play a key role in resolving inquiries efficiently, ensuring a seamless customer experience, and maintaining strong service standards.
This role requires a customer-focused mindset, strong problem-solving skills, and the ability to manage issues with accuracy and professionalism. In addition to day-to-day support, you will contribute to continuous improvement initiatives by identifying recurring customer challenges, highlighting operational inefficiencies, and escalating trends or concerns where appropriate.
You will collaborate closely with cross-functional teams to help drive customer satisfaction, operational excellence, and long-term client success.
Key Responsibilities
- Respond to customer inquiries via email, chat, or other support channels in a professional and timely manner to determine root cause of the problem and recommend a suitable solution.
- Resolve customer complaints, issues, and service requests effectively while maintaining a high level of customer satisfaction.
- Escalate complex or unresolved cases to the appropriate departments when necessary and inform client-facing teams about downtime and relevant issues.
- Maintain accurate customer records and document all interactions in the relevant systems.
- Provide customers with accurate information regarding products, services, policies, and procedures.
- Follow up on open tickets and proactively get updates from internal teams.
- Support order processing, billing inquiries, or account-related requests where applicable.
- Identify recurring customer issues and provide feedback for process or service improvements.
- Meet established service standards, response times, and productivity targets.
- Communicate about outages both internally and externally.
- 2 years+ of experience in Customer Support.
- Minimum Diploma, NITEC, or equivalent qualification.
- Customer service certifications or formal training in customer communication/service excellence are considered an advantage.
- Previous experience in customer service, customer support, or a related customer-facing role.
- Proven ability to handle customer inquiries and resolve complaints in a professional and timely manner.
- Familiarity with customer service systems, CRM platforms, and ticketing tools.
- Proficiency in Microsoft Office and general computer applications.
- Strong verbal and written communication skills with excellent interpersonal abilities.
- Ability to multitask, prioritise effectively, and perform well in a fast-paced environment.
- Strong problem-solving skills with a customer-centric approach.
- Fluency in English, both spoken and written; additional language capabilities are advantageous.
Nice to have
- Experience in the maritime, commodities or tech industry.
- Experience supporting customers through multiple channels (email, live chat).
- Exposure to service quality or KPI-driven environments.
- Experience handling escalations or difficult customer situations.
- Fluency in Mandarin is desirable.
Skills Required
- 2 years+ of experience in Customer Support
- Minimum Diploma, NITEC, or equivalent qualification
- Proficiency in Microsoft Office and general computer applications
- Strong verbal and written communication skills with excellent interpersonal abilities
- Familiarity with customer service systems, CRM platforms, and ticketing tools
What We Do
Kpler is the leading data & analytics firm providing real-time transparency in commodity markets. Relying on a methodology that combines artificial and human intelligence, the Kpler platform provides real-time data and analytics (global flows, storage, freight) on more than 40 commodities including crude oil, refined products, LNG, LPG, and dry bulk.
