Customer Success Specialist, Cantonese

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Address customer inquiries and manage concerns through inbound phone calls and email correspondence.

• Provide detailed information in response to customer questions.

• Act as the main point of contact for customers utilizing the client’s online shopping platform.

• Embody the client’s brand, culture, and core values.

• Present a professional, positive, empathetic image of the company.

• Assist customers in placing online orders efficiently.

• Deliver prompt customer support via phone and email channels.

• Accurately and securely process payments and confidential customer data.

• Actively support customers to uphold brand reputation and foster customer loyalty.

• Identify and escalate priority issues through the proper channels.

• Collaborate with colleagues to enhance operational workflows and the customer support experience.

• Offer suggestions and recommendations to maintain and elevate service quality.

• Participate in training sessions to keep job knowledge and skills current.

• Achieve company and client key performance indicators.

• Adhere to company and client policies and procedures.

• Carry out additional duties as assigned.

⛳️ Requirements

• Bachelor’s Degree or a Diploma or equivalent qualification in any field.

• B2 level proficiency in English, encompassing reading, writing, speaking, and listening skills.

• At least 6 months of experience in customer support across any industry.

• Recent graduates are encouraged to apply, particularly those with degrees in English Communication, English for Professionals, Mass Communication, or related areas.

• Call center experience is a plus but not mandatory.

• Strong customer service orientation.

• Focus on customer results and solutions.

• Ability to manage customer expectations effectively.

• Excellent active listening skills.

• Capability to handle inquiries and objections with professionalism.

• Openness to receive continuous feedback and adapt to a fast-paced work environment.

• Positive mindset and a willingness to learn and pursue self-improvement.

• High emotional intelligence and the ability to remain composed with stressed or frustrated customers.

• Strong reasoning and analytical skills.

• Critical thinking, a proactive approach, and effective communication in challenging circumstances.

• Must possess the ability to speak, read, and write the required language to assist customers.

• Minimum typing speed of 40 words per minute with 90% accuracy.

• Proficient in computer usage, particularly in Microsoft Windows and Microsoft Office.

🏝️ Benefits

• Ongoing training and learning opportunities.

• Regular feedback and avenues for self-improvement.