Customer Success Specialist, Cantonese

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

📋 Description

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

• Provide detailed information in response to customer questions.

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

• Professionally embody the client’s brand, culture, and values.

• Assist customers with placing orders online.

• Process payments and confidential customer details while ensuring the protection of personal and financial information.

• Proactively assist customers to reduce risks to brand reputation and enhance customer loyalty.

• Identify and escalate urgent issues through the appropriate channels.

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

• Provide suggestions and recommendations to uphold and improve service quality.

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

• Achieve company and client KPIs while adhering to established policies and procedures.

• Execute additional tasks as assigned.

⛳️ Requirements

• A Bachelor’s Degree or at least a Diploma or equivalent in any field.

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

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

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

• Ability to speak, read, and write the necessary language to provide support.

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

• Proficient in computer use and well-versed in Microsoft Windows and Microsoft Office.

• Strong customer service orientation with a focus on results and solutions.

• Skills in managing customer expectations and active listening.

• Capable of handling inquiries and objections in a professional manner.

• Ability to thrive in a fast-paced environment and accept ongoing feedback.

• A positive attitude, eagerness to learn, and emotional intelligence.

• Strong reasoning, analytical, and critical thinking abilities.

• Proactive and composed communication during challenging situations.

• Experience in a call center is a plus, but not mandatory.

🏝️ Benefits

• Ongoing training and learning opportunities.

• Regular feedback and chances for personal development.