Kpler
commodities, energy, and maritime sectors
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Specialist at Kpler. Skills: Customer Support, problem-solving, communication. Serve as the frontline point of contact for customers, delivering responsive, high-quality support across multiple communication channels. Resolving inquiries efficiently, ensuring a seamless customer experience, and maintaining service standards”
What You'll Achieve.
ensuring our clients stay ahead in a dynamic market landscape; delivering responsive, high-quality support across multiple communication channels; ensuring a seamless customer experience; maintaining service standards; drive customer satisfaction, operational excellence, and long-term client success; maintaining a high level of customer satisfaction; Meet established service standards, response times, and productivity targets
Industry & Context.
problem-solving skills; customer-centric approach; resolving inquiries efficiently; determine root cause of the problem and recommend a suitable solution; Resolve customer complaints, issues, and service requests effectively; Identify recurring customer issues
What They're Looking For.
Must Have
2 years+ of experience in Customer Support, Minimum Diploma, NITEC, or equivalent qualification, 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, verbal and written communication skills with excellent interpersonal abilities, Ability to multitask, prioritise effectively, and perform well in a fast-paced environment, problem-solving skills with a customer-centric approach, Fluency in English, both spoken
Nice to Have
Customer service certifications or formal training in customer communication/service excellence are considered an advantage, 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, additional language capabilities are advantageous
What You'll Do.
Serve as the frontline point of contact for customers
delivering responsive
high-quality support across multiple communication channels
Resolving inquiries efficiently
ensuring a seamless customer experience
and maintaining service standards
Contribute to continuous improvement initiatives by identifying recurring customer challenges
highlighting operational inefficiencies
and escalating trends or concerns where appropriate
Respond to customer inquiries via email
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
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
Follow up on open tickets and proactively get updates from internal teams
Support order processing
or account-related requests where applicable
Identify recurring customer issues and provide feedback for process or service improvements
Meet established service standards
and productivity targets
Communicate about outages both internally and externally
How You'll Work.
Team & Collaboration
Collaborate closely with cross-functional teams to help drive customer satisfaction, operational excellence, and long-term client success; Escalate complex or unresolved cases to the appropriate departments when necessary and inform client-facing teams about downtime and relevant issues; Follow up on open tickets and proactively get updates from internal teams
Communication Scope
verbal and written communication skills with excellent interpersonal abilities; Fluency in English, both spoken and additional language capabilities are advantageous; Fluency in Mandarin is desirable
Full Job Description
## Description At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors. Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success. 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
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