Customer Service Agent (Taiwan Market)- Immediate Intake

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is seeking a Customer Service Agent to be the primary contact for customers across channels, ensuring exceptional service and accurate information.

You will respond to inquiries, resolve issues, and maintain a professional demeanor. The role requires a Diploma or higher, with 6 months of call centre experience preferred, and Mandarin (Taiwanese Dialect) plus English proficiency to serve the Taiwanese region.

Qualifications

• Must have a Diploma or higher; SPM graduates may apply.
• Minimum 6 months of call centre customer service experience preferred.
• Proficient in Mandarin (Taiwanese Dialect) and English for Taiwanese region.
• Ability to address and resolve customer issues with professionalism.

Responsibilities

• Respond to inquiries via phone, email, live chat, and other channels with timely, accurate responses.
• Address and resolve customer complaints to ensure satisfaction and retention.
• Identify unresolved issues and escalate to appropriate departments or senior staff.
• Document customer interactions in the CRM system with accuracy.
• Contribute to service process improvements and achieve KPIs.

Skills

Mandarin (Taiwanese Dialect)

English

Verbal communication

Written communication

Attention to detail

Customer service

Education

Diploma or higher

SPM graduates welcome

Tools

CRM software

Job description

As a Customer Service Agent, you will be the primary point of contact for customers, ensuring they receive exceptional service and support. Your role will involve responding to customer inquiries across multiple channels, resolving issues, and providing accurate information, all while maintaining a positive and professional demeanor.

Key responsibilities

Respond to customer inquiries via phone, email, live chat, and other communication channels with timely and accurate responses

Address and resolve customer complaints effectively, ensuring customer satisfaction and retention

Identify and escape complex or unresolved issues to appropriate departments or senior staff for further resolution

Document customer interactions, transactions, and feedback in the CRM system, ensuring accurate and up-to-date information

Continuously look for ways to enhance service processes and contribute to improving customer service protocols

Work towards achieving individual and team performance goals, including response times, customer satisfaction scores, and other key performance indicators,

Requirements

Possess at least a Diploma and above, in any field. SPM graduates are also welcome to apply.

Minimum 6 months of experience in call centre customer service is highly preferred

Proficient in verbal and written communication in Mandarin (Taiwanese Dialect) and English as this role requires to serve Taiwanese region.

Ability to effectively address and resolve customer issues

Maintains professionalism and composure in challenging situations.

Meticulous with attention to detail and a commitment to continuous learning.

Other Details:

Intake Date: Early September

Location: Based at Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur (Near to MRT Cochrane and LRT Maluri)

Shift : 9am to 6pm, Office Hours

Working Days: Monday to Friday

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Facilities Management & Outsourced Services 1,001-5,000 employees

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

What can I earn as a Customer Service Representative