Customer Support Specialist Mandarin

2 weeks ago

Penang, Malaysia Career International FOS Sdn Bhd Full time

**Requirements**:

- Bachelor’s Degree or at least Diploma or equivalent in any discipline.
- Must have B2 level English Language proficiency (reading,writing,speaking and aural comprehension)
- 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
- Ability to handle queries and objections in a professional manner.
- Passionate about communication and interacting with people is key to success in this role.
- Able to receive continuous feedback and work in a fast-paced working environment.
- Positive attitude and willingness to learn and go the ‘extra mile’.
- Emotional intelligence and ability to stay calm when customers are stressed or annoyed.
- Good reasoning and analytical skills.
- Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations.
- Must be able to speak, read and write in (Simplified) Chinese or Cantonese (Traditional Chinese)
- Minimum typing speed of 40wpm with a 90% accuracy score.
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office

**Responsibilities and Accountabilities**:

- Support customers to place online orders with the client.
- 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.

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