Cantonese / English Customer Support Agent

5CA Group; Kuala Lumpur; Remote; MYR 36,000 - 58,000; Full time

Job summary

5CA Group is a remote-first CX company recruiting a Customer Support Agent to assist multinational electronics and ecommerce clients from a home-based setup. You will engage customers via email, live chat, social media and phone, and calmly troubleshoot issues to improve satisfaction.

A strong candidate speaks Cantonese and English with advanced Traditional Chinese writing and welcomes ongoing training to broaden product knowledge and technical capabilities across languages and platforms.

Qualifications

• Fluent in Cantonese and English with advanced Traditional Chinese writing.
• Customer service mindset and ability to handle multiple channels.
• Interest in ecommerce and consumer electronics.

Responsibilities

• Provide customer service via email, live chat, social media and phone.
• Troubleshoot issues calmly and assist customers on the front line.
• Participate in assisted training to develop skills for clients and their customers.

Skills

Cantonese

Traditional Chinese

English

Job description

As a Customer Support Agent at 5CA, you'll provide customer service for multinational Consumer electronics and E-commerce companies as part of a large international team. You'll be on the front line talking to customers via email, live chat, social media, and phone. You'll be responsible for calmly troubleshooting their issues and helping them out when they need it the most. You'll also undergo assisted training to help you develop and improve your skills to provide the best customer support for our clients and their customers.

About you

• You speak Cantonese, write in Traditional Chinese and speak English at an advanced level.
• You are interested in E-commerce, consumer electronics, and customer satisfaction
• You are always open to working with new technologies and products
• You are a fast learner, take the initiative and excel at troubleshooting
• You have a dedicated quiet workspace located within your residence
• (Optional) Experience in a Customer service environment is a plus.

Technical requirements

• A minimum internet speed of 15 Mb/s download and 15 Mb/s upload with Latency <120 ms, internationally
• A minimum of 8 GB RAM
• Windows 11 (All editions except Windows S Mode), or macOS 13.0 or newer
• An Intel Core i5-8260U or better
• An Integrated Graphics card.
• A smartphone usable for two-factor authentication that runs at least:
  • Android 10.0 or newer
  • Apple iOS 16.0 or newer

We offer

• The flexibility to work 100% remotely with no wasted commute time and travel costs
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness
• Innovative digital tools and comprehensive training, with access to our library of online training courses
• Various learning and career development initiatives throughout the year
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few

About 5CA

We are a remote-first CX company working with passionate agents worldwide. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

Our community is full of digital natives and gamers that troubleshoot with care for the brands they love, from home, in their languages. We work with people from all cultures and backgrounds and champion diversity and inclusion in all we do.

By sending your application, you understand that your data will be stored in our recruitment database. Your data will be held and used by 5CA primarily for the purposes of considering your application and your suitability for employment with us and will generally be kept for one year, unless we need to keep your data longer. As part of this recruitment process, 5CA may conduct a screening activity on your publicly available social media accounts registered on Twitter, Linked-In, Facebook and Instagram. For further details, please refer to our privacy policy.

Recruitment Testing Process

Please note that as a part of the recruitment process, all candidates eligible for a role will be tested on their language capabilities, internet speed, hardware specifications, and cognitive abilities.

We're looking forward to your application!