Customer Service Representative( Tobacco Project) - Mandarin - Penang

CB Talents SP; Vancouver; On-site; CAD 40,000 - 55,000; Full time

Job summary

A customer service company in Metro Vancouver is seeking a Customer Success Specialist to manage customer inquiries and support users of an online shopping platform. The ideal candidate will handle phone and email interactions, assist with online orders, and ensure a positive customer experience. Qualification requires a Diploma or Bachelor's Degree, B2-level English, and a minimum of 6 months of customer service experience. Fresh graduates, especially in communication fields, are encouraged to apply.

Qualifications

• Minimum 6 months of customer service experience.
• Fresh graduates from communication-related fields are welcome.
• Call center experience is advantageous.

Responsibilities

• Respond to customer inquiries via phone and email.
• Assist customers with online orders and related concerns.
• Handle customer issues with empathy and accuracy.
• Process payments and manage sensitive information securely.
• Identify and escalate urgent issues when needed.

Skills

Strong customer service and problem-solving skills

Effective communication and active listening

Ability to manage customer expectations

High emotional intelligence

Critical thinking and analytical skills

Education

Diploma or Bachelor’s Degree in any field

B2 level English proficiency

Job description

Overview

The Customer Success Specialist (CSS) is responsible for handling customer inquiries, resolving concerns, and providing accurate information through inbound calls and email. This role serves as the main point of contact for customers using the client’s online shopping platform, ensuring a smooth and positive customer experience.

The CSS represents the client’s brand, values, and standards in every interaction. Professionalism, empathy, and clear communication are essential in delivering high-quality support.

Core Values

The CSS is expected to embody the client’s values:

• Responsibility – Acting as the face of the brand and representing it with integrity
• Quality & Excellence – Striving to deliver the best possible customer experience

Key Responsibilities

• Respond to customer inquiries via phone and email in a timely and professional manner
• Assist customers with online orders and related concerns
• Handle customer issues with empathy, accuracy, and efficiency
• Process payments and manage sensitive information securely
• Identify and elevate urgent or complex issues when needed
• Maintain a positive and professional attitude in all interactions
• Collaborate with team members to improve processes and service quality
• Stay updated through training and continuous learning
• Meet performance targets and adhere to company policies

Qualifications

Education:

• Diploma or Bachelor’s Degree in any field
• Minimum B2 level English proficiency (spoken and written)

Experience:

• At least 6 months of customer service experience (any industry)
• Fresh graduates are welcome, especially from communication‑related fields
• Call center experience is an advantage but not required

Skills & Competencies

• Strong customer service and problem‑solving skills
• Effective communication and active listening
• Ability to manage customer expectations and handle objections professionally
• High emotional intelligence and ability to stay calm under pressure
• Positive attitude, adaptability, and willingness to learn
• Critical thinking and analytical skills