Customer Experience Specialist (Chinese Speaker)

DigiCert; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Private Health Insurance

Employee Assistance Program

Education Support Program

Headspace membership

Novated Leasing

Life Insurance

Disability Insurance

Moving Leave

Paid Maternity/Paternity Leave

Flexible/Hybrid work environment

Job summary

An established industry player is seeking a Customer Experience Specialist fluent in both English and Chinese. This role involves reviewing applications for digital certificates, ensuring customer eligibility, and providing top-notch support to clients. You will be part of a dynamic team that values collaboration and continuous improvement. With a focus on customer satisfaction, you will help enhance operational effectiveness and build lasting relationships with clients. This position offers a competitive benefits package, including private health insurance and flexible working arrangements, making it an exciting opportunity for those passionate about customer service.

Qualifications

• Fluent in English and Chinese (Mandarin is essential).
• Experience in a policy/compliance role is an advantage.
• Strong PC skills and fast typing speed.

Responsibilities

• Review applications for digital certificates and verify customer legitimacy.
• Assist customers via chat, email, and phone with their applications.
• Participate in projects to enhance operational effectiveness.

Skills

Fluent in English

Fluent in Chinese (Mandarin)

Excellent written and oral communication

Detail oriented

Strong decision making skills

Problem-solving skills

Education

Diploma or Bachelor's degree

Tools

Customer relationship management software

Microsoft Office Suite

Job description

Customer Experience Specialist (Chinese Speaker)

Customer Experience Specialist (Chinese Speaker)

2 weeks ago Be among the first 25 applicants

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We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job Summary

The Customer Authentication department is responsible for conducting due diligence on customers applying for SSL and Code Signing digital certificates to secure websites and applications. Due to the critical nature of the business, we provide 24x7 support in a follow the sun arrangement. The Melbourne team primarily supports Asia Pacific but assists customers from all regions. In this environment teamwork and collaboration is important to our success.

What you will do

To work in Customer Experience Specialist in DigiCert, you are required to pass an extended background check, which will be carried out throughout your tenure in the company, to ensure you maintain our required trusted employee status.

The Customer Service Specialist has two key areas of responsibility: customer authentication and customer service.

• Review applications for digital certificates and decide if an applicant is eligible to receive the certificate by evaluating information on the organization. This is achieved by following policy guidelines, and showing due diligence and care while reviewing documentation and customer information
• Determine if customer's company is a legitimate legal business entity
• Determine if customer's company has the legal right to use the internet domain name listed on the certificate signing request
• Verify that a customer's named contacts are employed at customer's company and/or have the legal right to request and/or administer the digital certificate.
• Utilize local knowledge of your supported country to mitigate risk while evaluating enrolments
• Flag any suspicious applications with management
• Failure to follow policy guidelines and due care while processing may result in a breach in security, which may result in facilitating fraudulent activity on a customers’ website, and cause damage to the DigiCert brand

Customer Service

• Assist customers with any queries regarding their application via chat, email and phone
• Work with the customer to ensure their applications meets our security requirements and find solutions when problems arise that delay issuance
• Seek assistance from management and senior team members to resolve policy, process, and system issues
• Build relationships with our customers to ensure customer loyalty.
• To best assist customers develop a strong knowledge of DigiCert’s products and customer portals

Additional Responsibilities

• To help enhance the team’s operational effectiveness and customer satisfaction, the team is encouraged to:
• Participate in projects and system implementations
• Continually look for ways to improve our operational effectiveness, including researching databases to assist us verify information
• Be the voice of the customer and raise issues which impact customer satisfaction
• Assist with mentoring new team members
• Share your knowledge with the team

What you will have

• Fluent in English and Chinese (Mandarin is essential and Cantonese is beneficial)
• Excellent written and oral communication in native language and any language listed on CV (including English)
• Diploma or bachelor’s degree desirable, but not required
• Experience in a policy / compliance role an advantage (banking, finance, fraud etc.)

Nice to have

• Detail orientated and high level of accuracy
• Strong PC skills and fast typing speed
• Ability to multitask
• Fast learner who is keen to continue learning and developing
• Good interpersonal skills
• Open to receiving and giving constructive feedback
• Strong decision making, and problem-solving skills is required
• Open to change – ability to work in a fast paced, changing environment
• Ability to perform under pressure to meet deadlines and targets
• Ability to work as part of a team, but also as a sole contributor within a team structure
• Private Health Insurance
• Employee Assistance Program
• Education Support Program
• Headspace membership
• Novated Leasing
• Life Insurance
• Disability Insurance
• Moving Leave
• Paid Maternity/Paternity Leave
• Flexible/Hybrid work environment

DigiCert offers a competitive benefits package for all of our full-time employees.

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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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