Customer Service Specialist

3 days ago

Kuala Lumpur, Malaysia LTS Search Full time

**Company Description**

Language Talent Solutions is a global talent recruitment agency that believes in breaking down barriers and bridging borders to bring the best talent to teams. We prioritize skills over passports and aim to build globally competitive teams. We are dedicated to finding the right talent without limitations or borders.

**Role Description**

This is a full-time on-site role as a Customer Service Specialist - Mandarin Speaker in Kuala Lumpur. As a Customer Service Specialist, you will be responsible for providing customer support, ensuring customer satisfaction, maintaining phone etiquette, and delivering exceptional customer service. Your role will focus on creating a positive customer experience through effective communication and problem-solving.
- **Position**: Customer Service Associate (MY) - Mandarin Speaker
- **Location**: Kuala Lumpur, Malaysia
- **Working hours**: 24/7 rotational shift
- **Salary**:RM4,500 - RM6,000 (basic) + OT + Night shift allowances
- _______________________________________________

**Responsibility**
- Perform in accordance with key performance metrics and contribute as a strong team player by going the extra miles to assist one another.
- Strong adherence to SOPs / manuals when performing daily tasks.
- Escalate to team leader upon detection of gaps/ shortcomings on the existing processes.
- Highlight top enquiries from customers and any common issues for the day.
- Excel in daily tasks by keeping up to date on training and updates on changes to processes / systems / campaigns.
- Pay attention to issues or concerns that require escalation to resolve which may indicate a larger underlying problem.
- Manage customer’s expectation by escalating complex enquiries to Team Leader to explore win-win solutions for both customers and ZFX.
- Attend and participate in daily huddle to understand key highlights on area of focus, new updates, what went well and learning points from previous day.
- Responsible to provide good customer experience on every interaction with clients.
- Embrace ZFX core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders.

**Requirement**
- At least 1 - 2 years of relevant experience in customer service / contact center.
- Experience gained in FX/Finance industry will be an added advantage.
- Able to multi-task, fast learner, good follow through, problem solving skill, good comprehension, customer relations and proactive mindset.
- Must be able to work on shifts.
- Fluent in verbal & written both English and Mandarin

**Benefits**
- Medical Benefit
- Life Insurance
- Optical Benefit (yearly)
- Meal Allowance (monthly)
- Travel Allowance (monthly)
- Gym/Fitness Subside (monthly)
- Work From Home (1-day a week)
- Work From Anywhere Policy (T&C applies)
- Full Employment Pass and Work Visa coverage

**Job Types**: Full-time, Permanent

Pay: RM4,500.00 - RM6,000.00 per month

**Benefits**:

- Health insurance
- Meal allowance
- Opportunities for promotion
- Professional development
- Vision insurance
- Work from home

Schedule:

- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Night shift
- Rotational shift

Supplemental pay types:

- Overtime pay
- Performance bonus

Application Question(s):

- Do you have a notice period?

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Customer Care Specialist: 2 years (preferred)

**Language**:

- Mandarin (preferred)

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