Customer Service Advisor

2 weeks ago

Penang, Malaysia Career International FOS Pte Ltd Full time 40,000 - 60,000 per year
  • Location: Penang/One Precinct
  • Working Hour: 7AM - 8PM (Rotational Shift) | 5 working days & 2 days off per week
  • Intake: 13th October 2025 & 17th November 2025
  • Language: Native & Non-Native Japanese welcomed to apply but for Non-Native Japanese must have JLPT N2 or above (C1 level preferred). English with min B1 level (Conversational to Business Basic).

Responsibilities:

  • Responsible to resolve customer queries in a timely and accurate way through inbound call, email or live chat
  • Identify customer needs and assist them in using specific features and functionalities in the social media platform
  • Follow-up with customers to ensure their technical issues are resolved
  • Become and remain knowledgeable about social media products and community standards
  • Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
  • Identify inefficiencies in workflows and suggest solutions
  • Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
  • Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
  • Recognize trends and patterns, and escalate issues outside the company policy to the global team

Requirements:

  • Possess professional customer service skills; solutions mindset, multi-tasking, passion for customers and ability to deliver exemplary customer experience
  • Prior working experiences in customer-oriented product environment, consulting, or operations role
  • Ability to follow process and collaborate effectively to work in a team
  • Excellent written and communication skills in native and English language
  • Basic knowledge on Social media platforms as well as Computer operations

Preferred Qualifications:

  • Inbound calls, email and chat support experience as an advantage
  • Have exceptional grammar typing accuracy skills – experience with business communication
  • Patience when handling tough cases
  • High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported
  • Flexible in shifting schedule

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