Cantonese Customer Support - Bilingual(Voice, Chat & Email)

IntouchCX; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A global customer experience leader is seeking a Customer Support representative in Kuala Lumpur. You will interact with customers via phone, email, and chat, ensuring quick and friendly service while meeting performance metrics. The ideal candidate must possess strong communication skills in Cantonese and English and have customer service experience. A high school diploma is required, and flexibility to work in-office is essential.

Qualifications

• Must successfully pass a background check.
• At least six months customer service experience required.
• Proficiency of B2 level in Cantonese & English is necessary.

Responsibilities

• Provide quick, accurate, and friendly service to customers via phone, email, or chat.
• Meet and exceed customer service metrics.
• Take ownership to get tasks completed on time.

Skills

Outstanding oral communication skills in Cantonese & English

Excellent interpersonal skills

Ability to navigate computer programs

Adaptable and flexible

Education

High school diploma or equivalent

Job description

Cantonese Customer Support - Bilingual(Voice, Chat & Email) at IntouchCX: a global leader in customer experience management, digital engagement, and AI and automation solutions. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

Overview

As a Customer Service agent, you will be responsible for providing quick, accurate, and friendly service to customers via phone, email, or chat. You will work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics.

Essential Functions

• Provide quick, accurate, and friendly service to customers via phone, email, or chat
• Meet and exceed customer service metrics such as customer satisfaction, resolution time, and quality assurance
• Take ownership and responsibility to get tasks and contacts completed on time and follow up with customers as needed
• Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics
• Build lasting relationships with customers, and other team members
• Be reliable, be on time and come in as scheduled

Critical Skills

• Outstanding oral communication skills in Cantonese & English
• Ability to navigate through computer programs and email with ease
• Excellent interpersonal skills, being capable of empathizing, communicating, and resolving conflicts in an assertive way
• Understanding scenarios, making decisions, and suggesting appropriate answers/solutions according to available resources
• Ability to understand and share the feelings of customers and provide them with a positive and supportive experience
• Adaptable, flexible, approachable, and collaborative towards team goals and interests

Educational/Work Experience and Requirements

• Must successfully pass a background check
• High school diploma or equivalent required
• Must have at least six months customer service experience or equivalent
• Candidates with the proficiency of B2 level in Cantonese & English are eligible for this profile
• Candidate must be flexible working from Office

Application questions

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Support Role?
• Do you have customer service experience?
• Are you willing to undergo a pre-employment background check?
• Which of the following languages are you fluent in?
• Have you worked in a call centre before?