Job Title - Customer Success Specialist Mandarin Speakers (Local Malaysian)

Location - Bayon Lepas, Penang.

Salary - Uto 3300 MYR + 300 Allowance.

Eligibility - Graduate Freshers and SPM with good exp in customer service.

Languages - Native Chinese with excellent Mandarin and English Proficiency (Read, Write & Speak)

Work experience:

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

Required Interpersonal Skills:

• Customer Service orientation

• Customer Results/Solutions focussed

• Customer Expectations Management

• Active Listening Skills

• Ability to handle queries and objections in a professional manner

• Must be able to speak, read and write the required language to support in Mandarin.

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.

• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

KRAs:

Responsibilities and Accountabilities

• Support customers to place online orders with the client

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

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

• Proactively 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

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

• Maintain and improves quality of service by sharing suggestions and recommendations

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

• Meet all key performance indicators set by the company and client

• Adhere to the policies and procedures set by the company and client