Customer Success Specialist, Mandarin

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

📋 Description

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

• Provide detailed information in response to customer queries.

• Serve as the main point of contact for customers utilizing the client’s website shopping channel.

• Maintain a professional company image across various communication platforms.

• Assist customers in placing online orders.

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

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

• Recognize and escalate priority issues through suitable channels.

• Collaborate with teammates to enhance work processes and the customer support experience.

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

• Participate in training sessions and consistently update job knowledge and skills.

• Achieve company and client KPIs.

• Comply with company and client policies and procedures.

• Execute additional duties as assigned.

⛳️ Requirements

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

• B2 level English Language proficiency is required (reading, writing, speaking, and listening).

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

• Recent graduates with degrees in English Communication, English for Professionals, Mass Communication, or related fields are welcome.

• Experience in a call center is an advantage.

• Strong customer service orientation.

• Focused on customer results and solutions.

• Effective at managing customer expectations.

• Possess active listening skills.

• Capable of addressing queries and objections professionally.

• Enthusiastic about communication and engaging with people.

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

• Maintain a positive attitude and show a willingness to learn and improve.

• Demonstrate emotional intelligence and the ability to remain calm when customers are upset.

• Exhibit good reasoning and analytical skills.

• Apply critical thinking and a proactive approach.

• Communicate effectively in challenging situations.

• Must possess the ability to speak, read, and write the necessary language for support.

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

• Proficient in computer usage and fully familiar with Microsoft Windows and Microsoft Office.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.