Bilingual （English - Thai）Customer Service Representative

Welsend Malaysia; Kuala Lumpur; Sur place; MYR 36 000 - 60 000; Plein temps

Résumé du poste

Welsend Malaysia is seeking a dedicated Customer Experience Representative to join our dynamic team in Kuala Lumpur. You will handle inquiries across calls, email, and live chat, delivering friendly, professional service.

The role requires fluent English and Thai, strong communication, and the ability to work in shifts, including nights and weekends. You will resolve issues, recommend products, and contribute to customer satisfaction metrics.

Qualifications

• Fluent in English and Thai.
• Excellent verbal and written communication.
• Strong organizational and time management skills.
• Proficient with basic office software such as MS Office/Google Workspace.
• Ability to handle multiple tasks and work under pressure.
• Customer-centric attitude and commitment to service excellence.
• Willing to work in shifts, including nights, weekends and public holidays.

Responsabilités

• Respond to customer inquiries promptly via inbound calls, email, and live chat.
• Listen to customer concerns and resolve issues with timely solutions.
• Escalate unresolved problems to higher-level support when needed.
• Provide product recommendations based on customer needs and preferences.
• Share customer feedback with management and product teams.
• Perform additional administrative tasks as assigned by management.
• Aim to meet personal and team KPIs for customer satisfaction and response time.
• Contribute to business strategies, including self-service options.

Connaissances

Fluent English

Thai language

Communication skills

Organizational skills

Time management

Multitasking

Customer focus

Outils

Microsoft Office

Google Workspace

Description du poste

We are seeking a dedicated and personable Customer Experience Representative to join our dynamic team. The successful candidate will be responsible for handling customer inquiries across multiple communication channels, including inbound and outbound calls, email, and live chat.

Key Responsibilities

• Customer Support: Respond to customer inquiries promptly, professionally, andin a friendly manner via inbound calls, email, and live chat.
• Problem Resolution: Actively listen to customer complaints and take ownershipof resolving issues by offering effective and timely solutions.
• Escalation Management: Escalate unresolved issues to higher-level supportwhen necessary.
• Product Recommendations: Provide advice and recommend products, services,or loyalty programs based on customer needs and preferences.
• Feedback and Insights: Gather and share customer feedback and insights withmanagement or product teams to help improve services and products.
• Administrative Support: Perform additional administrative tasks as assigned bymanagement.
• KPI Achievement: Meet personal and team goals for customer satisfaction,response time, and service efficiency.
• Business Strategies: Understand and contribute to business strategies, includingimplementing self-service options to improve the customer experience.
• Process Improvement: Continuously improve the workflow and customerservice processes to enhance service quality.

Requirements

• Language Skills: Must be fluent in English and Thai.
• Experience: At least 1 year of experience in a customer service role.
• Communication Skills: Excellent verbal and written communication and interpersonal skills.
• Organization & Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.
• Tech Proficiency: Proficient in using communication tools (Email, live chat, and similar platforms) and basic office software (e.g., Microsoft Office, Google Workspace).
• Multitasking: Ability to handle multiple tasks efficiently and work under pressure.
• Customer Focus: A strong customer-centric attitude and commitment to providing exceptional service.
• Shift Availability: Willing to work in shifts, including night shifts, weekends, and public holidays.

If you are passionate about delivering excellent customer service and enjoy working in a fast-paced, team-oriented environment, we would love to hear from you!