Bilingual Customer Success Specialist - Korean Speaker (Social Media)

FIND Talents (한국어 채용 담당 부서); Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer support team is seeking a dedicated professional in Penang, Malaysia. The role involves resolving customer queries via calls, emails, or live chat while assisting users with social media features. Ideal candidates should possess strong customer service skills and be proficient in both Korean and English. A background in customer-oriented environments and knowledge of social media platforms is essential. This position offers opportunities to improve user experiences and requires excellent multitasking abilities.

Qualifications

• Professional customer service skills and passion for customers.
• Prior experience in a customer-oriented product environment or operations role.
• Ability to follow processes and collaborate effectively in a team.

Responsibilities

• Resolve customer queries through inbound call, email or live chat.
• Identify customer needs and assist with specific features of the social media platform.
• Follow up with customers to ensure technical issues are resolved.

Skills

Customer service skills

Solutions mindset

Multi-tasking

Excellent written and communication skills in Korean and English

Basic knowledge on social media platforms

Job description

Job Description

• 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 aboutsocialmedia products and community standards
• Use market-specific knowledge,signals and insightsto spot and scope scalable solutions to improve the support of our community of users
• Identify inefficiencies in workflows and suggestsolutions
• Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
• Gather, analyze and utilize relevant data to develop waysto improve the overall user experience on the site
• Recognize trends and patterns, and escape issues outside the company policy to the global team

• 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 Korean 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