Customer Service Representative - Mandarin

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

Job summary

A leading customer service provider based in Kuala Lumpur seeks individuals for a customer support role that emphasizes maintaining a positive and professional demeanor. Applicants will assist customers with online orders and provide timely assistance through various channels while ensuring the safeguarding of sensitive information. Ideal candidates will possess exemplary communication skills and the ability to handle customer concerns effectively. This position offers opportunities for growth and continuous learning.

Qualifications

• Ability to maintain a professional attitude at all times.
• Experience in customer service roles is preferred.
• Willingness to adapt and learn continuously.

Responsibilities

• Support customers to place online orders.
• Provide timely support via phone and email.
• Process payments while safeguarding customer data.
• Proactively support to enhance brand loyalty.
• Identify and escalate priority issues.
• Promote a culture of improvement in service delivery.

Skills

Positive attitude

Empathy

Communication

Attention to detail

Problem-solving

Job description

(May perform other duties as requested that may not be specifically addressed in this document)

Overview of CSS Role:

• CSS represents the brand, the culture, and the values of the client
• Your attitude and how you behave will determine how our client is perceived by its customers
• It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
• Customer concerns must be handled positively and professionally
• Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

Responsibilities and Accountabilities

• Support customers to place online orders with the client.
• Provide timely support to customers through available communication channels (inbound phone calls and email).
• Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.
• Pro-actively support customers to mitigate the risk of damage to the client’s brand and customer loyalty.
• Identify and elevate priority issues through appropriate channels as and when necessary.
• Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
• Maintains and improves quality of service by sharing suggestions and recommendations.
• Keeps job knowledge and skills up to date by attending training and continuously learning.
• Meets all key performance indicators set by the company and client.
• Adheres to the policies and procedures set by the company and client.