B2B Helpdesk Specialist for European Languages

Expat.com; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

An international service provider is seeking a B2B Helpdesk Specialist for European Languages. This role involves serving as the first-line support for Cosmetic retail teams and handling technical inquiries related to devices and applications. Candidates must possess native-level proficiency in a primary European language and advanced English skills, along with 1-2 years of related experience. A strong focus on customer satisfaction and the ability to multitask in a high-volume environment are essential for success.

Qualifications

• Native-level proficiency in a European language and advanced English (B2).
• Minimum 1-2 years of experience in helpdesk or customer service.
• Experience with CRM or ticketing tools preferred.

Responsibilities

• Act as first-line support for Cosmetic retail teams.
• Handle inquiries related to device and app usage.
• Monitor and follow up on open tickets.

Skills

Verbal communication

Written communication

Problem-solving skills

Technical support

Multitasking

Tools

Salesforce

ServiceNow

Zendesk

Job description

B2B Helpdesk Specialist for European Languages

Key Responsibilities and Accountabilities

• Act as the first‑line support for Cosmetic retail teams (Beauty Advisors in stores, store managers, shopping mall counter managers, hair salon professionals, pharmacists, dermatologists) and corporate business partners
• Efficiently guide conversations and reassure the caller to solve the issue raised
• Collect all relevant information from field teams at first contact
• Utilize communication skills like friendliness, empathy and patience to provide device‑related support
• Handle inquiries related to device and app usage, device and app login issues and provide information regarding the faulty device replacement status
• Troubleshoot technical and operational issues related to devices' common issues (app crash, pairing issues, iPad issues…), escalating cases to the appropriate technical or business team when necessary
• Ensure all cases and interactions are accurately logged into the ticketing system (e.g., ServiceNow, Salesforce)
• Provide device, app or process guidance following established SOPs and knowledge base materials
• Collaborate with cross‑functional teams (Reverse Logistics team, Local Business Partner, Local IT to ensure smooth case resolution
• Create device replacement tickets with all required details to enable the Reverse Logistics team to complete the device swap
• Monitor and follow up on open tickets to ensure timely closure and client satisfaction
• Identify recurring issues and provide feedback for process improvements
• Support new devices or software rollouts by assisting users with onboarding or navigation
• Maintain strong awareness and knowledge of beauty devices, policies, and system updates to provide accurate support

Main Job Requirements

• Native‑level proficiency in [Primary Language - French, Italian, Dutch, German, Portuguese, Spanish, Arabic], advanced proficiency (B2) in English required for communication (written and verbal)
• Strong verbal and written communication skills.
• Minimum 1–2 years of experience in helpdesk, customer service, or technical support or similar (Consumer‑oriented environment preferred).
• Ability to multitask and manage time effectively in a high‑volume ticket environment.
• Experience using CRM or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow) preferred.
• Customer‑oriented with strong problem‑solving and analytical skills.
• Willingness to work flexible hours or shifts if required to support multiple time zones.
• A keen interest in tech devices or beauty technologies is a plus.