Customer Success Specialist, Mandarin

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

📋 Description

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

• Provide detailed information in response to customer queries.

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

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

• Assist customers in completing online orders.

• Handle payments and sensitive customer information while protecting personal and financial data.

• Take proactive measures to support customers and uphold brand reputation and customer loyalty.

• Recognize and escalate priority issues through the appropriate channels.

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

• Offer suggestions and recommendations for maintaining and elevating service quality.

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

• Achieve company and client key performance indicators.

• Adhere to company and client policies and procedures.

⛳️ Requirements

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

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

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

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

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

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

• Proficient in computer usage, with full familiarity in Microsoft Windows and Microsoft Office.

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

• Skills in managing customer expectations and active listening.

• Capability to professionally address inquiries and objections.

• Possess emotional intelligence and the ability to remain composed when dealing with stressed or frustrated customers.

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

• Proactive demeanor and effective communication in challenging situations.

• Openness to receiving continuous feedback and the ability to thrive in a fast-paced environment.

• Call center experience is a plus, but not mandatory.

🏝️ Benefits

• Remote work arrangement (Cloud Campus).

• Opportunities for training and continuous learning.

• Ongoing feedback and chances for self-improvement.