Digital Customer Expert, Mandarin

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

📋 Description

• Manage customer interactions via phone, chat, email, and occasionally through blended channels.

• Implement policies and ensure site security is upheld.

• Perform risk assessments and investigative tasks related to sensitive issues.

• Make informed decisions based on established policies.

• Oversee account takeovers, transaction holds, selling limits, selling performance, account suspensions, account restrictions, listing removals, and appeals processes.

• Meet key performance indicators (KPIs) such as resolution rates, average handling time (AHT), transfer rates, customer satisfaction (C-Sat), recontact rates, schedule adherence, time to proficiency (T2P), guided judgment acceptance rates, and compliance with procedures.

⛳️ Requirements

• Confidence in making decisions and articulating policies effectively.

• Patience in listening to and communicating clients’ messages.

• Excellent communication skills and strong emotional intelligence.

• Ability to control voice tone during interactions.

• Flexibility to adapt to various customers and cultural backgrounds.

• Resilience to manage stress and pressure effectively.

• Curiosity and a mindset geared towards learning.

• A sense of ownership to drive resolutions and achieve targets/KPIs.

• Strict adherence to procedures, policies, processes, and regulatory compliance standards.

• Self-discipline to maintain motivation while working from home.

• Technical proficiency to troubleshoot company equipment.

• Capability to meet minimum internet speed criteria.

• Familiarity with the contact center environment.

• Willingness to work in shifts and follow scheduled hours.

• Proficiency in English for the usage of systems and tools.

• Cultural awareness of the region or country being serviced.

• Competency in typing speed and accuracy.

• IT skills and numerical aptitude.

• Ability to manage call flow during phone interactions.

• Strong grammar skills for chat and email communications.

• Capacity to handle multiple chat interactions concurrently.

🏝️ Benefits

• Work from home opportunities.

• Remote (Cloud Campus) work arrangement.