Chat Support Representative(Mandarin-speaking)

2 weeks ago


Subang Jaya, Selangor, Malaysia REGENERATION RESOURCES Full time

Job Summary:

Responsibilities:

  • Interact with Mandarin-speaking customers promptly and professionally via chat platforms to provide information, support, and assistance.
  • Respond to customer inquiries and resolve their concerns effectively and efficiently to ensure customer satisfaction.
  • Troubleshoot technical issues or product-related problems by guiding customers in a step-by-step manner, and escalate complex issues to higher-level support when necessary.
  • Educate customers about the company's products and services, including features, benefits, pricing, and promotions, thereby enhancing customer engagement and conversion rates.
  • Maintain accurate customer records and document all support interactions for future reference and analysis.
  • Keep up-to-date with product knowledge, industry trends, and technological advancements in order to provide accurate and timely information to customers.
  • Collaborate closely with other teams, including product management and technical teams, to relay customer feedback and suggest improvements for enhanced user experience.
  • Identify common customer pain points and provide feedback to the relevant teams to improve products and services accordingly.
  • Meet individual and team performance targets and metrics, such as response time, customer satisfaction rating, and average handle time.
  • Continuously strive for personal and professional growth to enhance knowledge, skills, and expertise required for the role.

Requirements:

  • Fluent proficiency in both Mandarin and English, with exceptional written and verbal communication skills in both languages.
  • Proven experience in a customer support role, preferably in a chat support or online customer service environment.
  • Strong problem-solving and troubleshooting skills, with the ability to logically analyze customer issues and provide effective solutions.
  • Excellent customer service skills with a strong customer-oriented mindset, empathy, and patience.
  • Good computer literacy, including familiarity with online chat platforms, instant messaging tools, and CRM systems.
  • Ability to multitask and manage time efficiently in a fast-paced environment.
  • Strong attention to detail and accuracy in documenting customer interactions and resolving issues.
  • Proactive and self-motivated with a willingness to learn and adapt to changes.
  • Excellent team player with strong collaboration and interpersonal skills.
  • Availability to work flexible schedules, including evenings, weekends, and holidays, as required.

Preferred Qualifications:

  • Knowledge of customer support best practices and methodologies.
  • Familiarity with CRM systems and ticketing systems.
  • Basic understanding of HTML and CSS for basic troubleshooting.
  • Certification or qualification related to customer support or related fields.

Salary:
RM2, RM3,500.00 per month

Benefits:

  • Health insurance

Schedule:

  • Rotational shift

Supplemental pay types:

  • Commission pay

Language:

  • Mandarin (required)
  • English (required)

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