Job Details

• Job Title: Customer Success Specialist - Mandarin + English

• Location: One Precinct, Bayan Baru Pulau Pinang

• Shift: 5 working days (Rotational Shift)

• Salary Range: MYR 2700 – MYR 3200

• Languages: English and Mandarin

• Intakes: August 2023 (16th, 21st, 28th, 31st)*

Job Highlights

• Work Life Balance Environment

• Young, energetic, and supportive team!

• Diversified and inclusive culture

• Language and Night Shift Allowance

Overview

So, what will you be doing as a Customer Success Specialist? Your role will involve handling customer requests, addressing their concerns, and offering detailed information in response to inquiries received through inbound phone calls and email channels. Additionally, you will serve as the main point of contact for customers utilizing the client’s website shopping channel, ensuring their needs are met and providing support throughout their online shopping experience.

Your Responsibilities

• Support customers to place online orders with the client.

• Provide timely support to customers through available communication channels (inbound phone calls and email).

• Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.

• Pro-actively support customers to mitigate the risk of damage to the client’s brand and customer loyalty.

• Identify and escalate priority issues through appropriate channels as and when necessary.

• Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.

• Maintains and improves quality of service by sharing suggestions and recommendations.

• Keeps job knowledge and skills up to date by attending training and continuously learning.

• Meets all key performance indicators set by the company and client.

• Adheres to the policies and procedures set by the company and client.

Requirements

• Must be able to speak, read and write in English, and Mandarin

• Minimum of 6 months work experience in customer support in any industry.

• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field.

• Call center experience is not a ‘must’ but would be a distinct advantage.

• Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations.

• Able to receive continuous feedback and work in a fast-paced working environment.