Chat Support Representative(Mandarin-speaking)
2 weeks ago
Job Summary:
**Responsibilities**:
1. Interact with Mandarin-speaking customers promptly and professionally via chat platforms to provide information, support, and assistance.
2. Respond to customer inquiries and resolve their concerns effectively and efficiently to ensure customer satisfaction.
3. 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.
4. Educate customers about the company's products and services, including features, benefits, pricing, and promotions, thereby enhancing customer engagement and conversion rates.
5. Maintain accurate customer records and document all support interactions for future reference and analysis.
6. Keep up-to-date with product knowledge, industry trends, and technological advancements in order to provide accurate and timely information to customers.
7. Collaborate closely with other teams, including product management and technical teams, to relay customer feedback and suggest improvements for enhanced user experience.
8. Identify common customer pain points and provide feedback to the relevant teams to improve products and services accordingly.
9. Meet individual and team performance targets and metrics, such as response time, customer satisfaction rating, and average handle time.
10. Continuously strive for personal and professional growth to enhance knowledge, skills, and expertise required for the role.
**Requirements**:
1. Fluent proficiency in both Mandarin and English, with exceptional written and verbal communication skills in both languages.
2. Proven experience in a customer support role, preferably in a chat support or online customer service environment.
3. Strong problem-solving and troubleshooting skills, with the ability to logically analyze customer issues and provide effective solutions.
4. Excellent customer service skills with a strong customer-oriented mindset, empathy, and patience.
5. Good computer literacy, including familiarity with online chat platforms, instant messaging tools, and CRM systems.
6. Ability to multitask and manage time efficiently in a fast-paced environment.
7. Strong attention to detail and accuracy in documenting customer interactions and resolving issues.
8. Proactive and self-motivated with a willingness to learn and adapt to changes.
9. Excellent team player with strong collaboration and interpersonal skills.
10. Availability to work flexible schedules, including evenings, weekends, and holidays, as required.
Preferred Qualifications:
2. Knowledge of customer support best practices and methodologies.
3. Familiarity with CRM systems and ticketing systems.
4. Basic understanding of HTML and CSS for basic troubleshooting.
5. Certification or qualification related to customer support or related fields.
**Salary**: RM2,000.00 - 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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