Customer Success Specialist, Mandarin

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

📋 Description

• Address customer inquiries, manage concerns, and provide information through inbound phone calls and email.

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

• Present a professional image of the company across all communication channels.

• Represent the client’s brand, culture, and values effectively.

• Maintain a positive, empathetic, and professional demeanor towards customers.

• Assist customers in placing online orders.

• Deliver prompt customer support via inbound calls and email.

• Accurately process payments and confidential customer information while protecting personal and financial data.

• Proactively support customers to reduce risks to brand reputation and foster customer loyalty.

• Identify and escalate priority issues through the appropriate channels.

• Collaborate with team members to enhance workflows and the customer support experience.

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

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

• Achieve company and client KPIs.

• Adhere to company and client policies and procedures.

• Report customer issues and remain receptive to feedback.

• Perform additional duties as requested.

⛳️ Requirements

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

• B2 level proficiency in the English language in reading, writing, speaking, and aural comprehension.

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

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

• Experience in a call center is a plus.

• Strong customer service orientation.

• Focused on customer results and solutions.

• Skilled in managing customer expectations.

• Excellent active listening abilities.

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

• Enthusiastic about communication and engaging with people.

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

• Possesses a positive attitude and a commitment to learning and self-improvement.

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

• Strong reasoning and analytical skills.

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

• Must be fluent in the required support language with strong reading and writing skills.

• Minimum typing speed of 40 wpm with 90% accuracy.

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

🏝️ Benefits

• Comprehensive training and development opportunities.

• Competitive salary and performance-based incentives.

• Opportunities for career advancement within the company.

• Supportive team environment and company culture.

• Health and wellness benefits.