Customer Success Specialist, Cantonese

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

📋 Description

• Address customer inquiries and manage issues through incoming phone calls and emails.

• Deliver tailored information in response to customer questions.

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

• Professionally represent the client's brand, culture, and values.

• Assist customers in placing orders online.

• Provide prompt customer support via phone and email.

• Accurately process payments and handle confidential customer data while ensuring the protection of personal and financial information.

• Take proactive measures to assist customers and enhance brand reputation and customer loyalty.

• Identify and escalate high-priority issues through the correct channels.

• Work collaboratively with team members to enhance operational methods and the customer support experience.

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

• Participate in training sessions to keep knowledge and skills up to date.

• Achieve company and client key performance indicators.

• Follow company and client policies and procedures diligently.

⛳️ Requirements

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

• B2 level proficiency in English for reading, writing, speaking, and listening comprehension.

• A minimum of 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 fields.

• Experience in a call center is a plus.

• Proficiency in speaking, reading, and writing the necessary language for support.

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

• Computer literate, with proficiency 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.

• Capability to handle inquiries and objections in a professional manner.

• Openness to receiving ongoing feedback and thriving in a fast-paced environment.

• Positive mindset and eagerness to learn and pursue personal growth.

• Emotional intelligence and the ability to remain calm with stressed or frustrated customers.

• Strong reasoning, analytical, and critical thinking abilities.

• Proactive disposition and composed communication in challenging situations.

🏝️ Benefits

• Remote work opportunity (Cloud Campus).

• Ongoing training and learning opportunities.