Customer Success Specialist, Mandarin

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

📋 Description

• Address customer inquiries and resolve issues through inbound phone calls and email communication.

• Deliver accurate information in response to customer questions.

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

• Uphold the client’s brand, culture, and values in a professional manner.

• Assist customers in placing orders online.

• Provide prompt customer support via phone and email.

• Process transactions and protect sensitive personal and financial information.

• Actively work to reduce risks to brand reputation and enhance customer loyalty.

• Recognize and escalate urgent issues through the proper channels.

• Collaborate with colleagues to refine processes and enhance the customer support experience.

• Offer insights and proposals to sustain and elevate service quality.

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

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

• Adhere to company and client policies and procedures.

• Document customer issues and remain receptive to feedback.

⛳️ Requirements

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

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

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

• Recent graduates are encouraged to apply, particularly those with degrees in English Communication, English for Professionals, Mass Communication, or similar disciplines.

• Experience in a call center is a plus.

• Must be proficient in the required language for support.

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

• Proficient in computer use and adept in Microsoft Windows and Microsoft Office applications.

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

• Skills in managing customer expectations and active listening.

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

• Possess emotional intelligence and the ability to maintain composure with stressed or frustrated customers.

• Strong reasoning, analytical, and critical-thinking abilities.

• A proactive mindset and effective communication in challenging situations.

• Openness to ongoing feedback and adaptability to a fast-paced work environment.

🏝️ Benefits

• Opportunities for training and continuous learning.

• Ongoing feedback and opportunities for self-improvement.