Bilingual Customer Experience Specialist (EN/TH)

Welsend Malaysia; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Welsend Malaysia in Kuala Lumpur is seeking a Customer Experience Representative to manage inquiries via inbound/outbound calls, email, and live chat. You will respond professionally, resolve issues, and offer product recommendations to enhance the customer journey.

The role emphasizes active listening, ownership of resolutions, and contributing to service improvements while supporting management with feedback and insights. Night shifts, weekend, and public holiday coverage are expected.

Qualifications

• Fluent in English and Thai.
• At least 1 year of customer service experience.
• Excellent verbal and written communication skills.
• Strong organizational skills with ability to prioritize tasks.

Responsibilities

• Handle customer inquiries across calls, email, and live chat.
• Resolve problems by listening and offering timely solutions.
• Escalate unresolved issues to higher-level support when needed.
• Provide product recommendations based on customer needs.
• Gather feedback and insights for management and product teams.
• Perform administrative tasks as assigned by management.
• Aim to meet personal and team KPIs for customer satisfaction and response times.
• Understand business strategies and contribute to self-service improvements.
• Continuously improve workflows and service quality.

Skills

English & Thai

Customer service

Communication skills

Organizational skills

Time management

Tech proficiency

Multitasking

Customer focus

Shift flexibility

Job description

Welsend Malaysia in Kuala Lumpur is seeking a Customer Experience Representative to manage inquiries via inbound/outbound calls, email, and live chat. You will respond professionally, resolve issues, and offer product recommendations to enhance the customer journey.

The role emphasizes active listening, ownership of resolutions, and contributing to service improvements while supporting management with feedback and insights. Night shifts, weekend, and public holiday coverage are expected.