Bilingual Customer Success Specialist - Native Korean (Social Media Platform)

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

Job summary

A leading talent acquisition firm in Penang, Malaysia, is seeking a customer support representative to address user queries via inbound calls, email, and live chat. Ideal candidates possess excellent communication skills in both Korean and English, along with a passion for delivering exceptional customer service. Responsibilities include assisting users with platform functionalities, monitoring abuse reports, and gathering data to enhance user experience. This role requires a flexible schedule and an understanding of social media platforms.

Qualifications

• Prior working experience in a customer-oriented product environment.
• Ability to follow processes and collaborate effectively in a team.
• Experience with inbound calls, email, and chat support is an advantage.

Responsibilities

• Resolve customer queries through calls, emails, or live chats.
• Assist customers in using specific features of the social media platform.
• Ensure that technical issues are resolved promptly.
• Monitor reports of abuse and enforce Terms of Use.
• Gather and analyze data to improve user experience.

Skills

Professional customer service skills

Solutions mindset

Multi-tasking

Excellent written communication in Korean

Excellent communication in English

Basic knowledge of social media platforms

Ability to deliver exemplary customer experience

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's Ad feature
• Follow-up with customers to ensure their technical issues are resolved
• Become and remain knowledgeable about social media products and community standards
• Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Identify inefficiencies in workflows and suggest solutions
• Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Recognize trends and patterns, and elevate 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