Customer Success Specialist, Mandarin

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

📋 Description

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

• 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 their online orders.

• Provide prompt customer support via inbound calls and email.

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

• Proactively assist customers to minimize 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 improve the customer support experience.

• Contribute to the maintenance and enhancement of service quality by sharing suggestions and recommendations.

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

• Achieve company and client key performance indicators.

• Comply with company and client policies and procedures.

⛳️ Requirements

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

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

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

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

• Must be capable of speaking, reading, and writing the required language to provide support.

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

• Proficient in computer use and familiar with Microsoft Windows and Microsoft Office applications.

• Strong customer service orientation.

• Focused on customer results and solutions.

• Capable of managing customer expectations effectively.

• Possesses active listening skills.

• Able to handle queries and objections professionally.

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

• Positive attitude with a willingness to learn and go the 'extra mile' for self-improvement.

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

• Good reasoning and analytical abilities.

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

🏝️ Benefits

• Ongoing training and learning opportunities.

• Opportunities for feedback and self-improvement.