Customer Support Specialist

4 days ago

Petaling Jaya, Malaysia EPS Malaysia Sdn Bhd Full time

**Position: Customer Support Specialist (Indo)**

**Tenure: 1 Year contract/ Renewable Basis**

**Salary: RM 3800 to RM 4500**

**Working Location: Petaling Jaya**

**Working Hour/days: Rotational Shift**

**Responsibilities**:

- Act as point of contact provide consultative support on agencies and advertisers accounts.
- Drive advertiser communications and technical issue resolution, aiming to achieve high level of customer satisfaction.
- Improve internal efficiency and customer satisfaction by proactively identifying opportunity to optimize existing or new processes and tools.
- Educate advertisers on product usage, from the basics to best practices.
- Troubleshoot and resolve complex cases
- Answer advertiser questions online; provide account setup guidance and simple optimization suggestions for high-potential advertisers through outbound calls if needed as well reach out to problematic advertisers via telephone to provide solutions.
- Promoting advertising opportunities on in-scope TikTok products based on agreed scripts and scenarios.
- Maintaining the quality of provided service by initiatives to enhance activities and to promote customer satisfaction with the set qualitative and quantitative performance indicators.
- Concern for maintaining the quality of the provided services by initiatives to enhance activities and to promote customer satisfaction with the set qualitative and quantitative performance indicators.

**Job Requirements**
- Minimum Degree required or any other equivalent
- Minimum one year customer service experience with digital marketing is preferred
- Required to work on Public Holiday, Weekends, and rotational shift depending on operation needs.
- Good in native language and English communication due to business needs.
- Familiarity with Outlook, Ticket Management and Web Conferencing tools.
- Preferrable experience using CRM system.

**Job Type**: Contract
Contract length: 12 months

**Salary**: RM3,800.00 - RM4,500.00 per month

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

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