Customer Success Specialist, Cantonese

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

📋 Description

• Address customer inquiries, manage issues, and deliver information through inbound phone calls and emails.

• Act as the primary liaison for customers utilizing the client's website shopping platform.

• Present a professional image of the company through various communication methods.

• Assist customers in placing orders online.

• Provide prompt customer support via inbound phone calls and emails.

• Handle payments and sensitive client information while ensuring the protection of personal and financial data.

• Proactively assist customers to minimize risks to the client's brand and enhance customer loyalty.

• Recognize and escalate priority concerns through the appropriate channels.

• Work collaboratively with team members to enhance customer support processes and experiences.

• Maintain and elevate service quality by offering suggestions and recommendations.

• Participate in training sessions and continuously enhance job knowledge and skills.

• Achieve company and client key performance indicators (KPIs).

• Comply with company and client policies and procedures.

• Carry out additional duties as assigned.

⛳️ Requirements

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

• Proficiency in English at a B2 level (reading, writing, speaking, and listening comprehension).

• A minimum of 6 months of work experience in customer support across any industry.

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

• Experience in a call center is considered an advantage.

• Strong customer service orientation.

• Focused on delivering customer results and solutions.

• Skilled in managing customer expectations.

• Excellent active listening abilities.

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

• Enthusiastic about communication and engaging with people.

• Open to receiving continuous feedback and able to thrive in a fast-paced work environment.

• Positive attitude and eagerness to learn and go the ‘extra mile’ for personal growth.

• Possess emotional intelligence and the ability to remain calm when dealing with stressed or upset customers.

• Strong reasoning and analytical skills.

• Critical thinking, proactive approach, and composed communication in challenging situations.

• Must be proficient in speaking, reading, and writing the required language for support.

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

• Computer literate and well-versed in Microsoft Windows and Microsoft Office.

🏝️ Benefits

• Remote (Cloud Campus) work arrangement.