Customer Success Specialist - Native Korean (Airline)

FIND Talents (한국어 채용 담당 부서); Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency in Malaysia seeks a Customer Support Representative. The ideal candidate should have a Bachelor’s Degree or a Diploma, B2 English proficiency, and at least 6 months of customer support experience. Key responsibilities include supporting customers with online orders, processing payments, and ensuring data security. Fresh graduates in relevant fields are encouraged to apply. This role requires strong interpersonal skills, active listening, and a positive attitude in a fast-paced environment.

Qualifications

• Minimum of 6 months work experience in customer support.
• Fresh graduates with degrees in English, Mass Communication, or related fields are welcome.
• Call centre experience is a plus.

Responsibilities

• Support customers to place online orders.
• Provide timely support via phone calls and email.
• Process payments and safeguard customer data.
• Proactively address issues to protect brand loyalty.
• Collaborate with team members for continuous improvement.
• Maintain service quality and meet performance indicators.

Skills

Customer Service orientation

Active Listening Skills

Customer Expectations Management

Critical Thinking

Emotional Intelligence

Education

Bachelor’s Degree or Diploma in any discipline

B2 level English language proficiency

Tools

Microsoft Windows

Microsoft Office

Job description

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)
• Process payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times
• Proactively 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
• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience
• Maintain and improves quality of service by sharing suggestions and recommendations
• Keep job knowledge and skills up to date by attending training and continuously learning
• Meet all key performance indicators set by the company and client
• Adhere to the policies and procedures set by the company and client

Job Requirements

Education background:

• Bachelor’s Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions

Work experience:

• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field.
• Call centre experience is not a ‘must’ but would be a distinct advantage.

Required Interpersonal Skills:

• Customer Service orientation
• Customer Results/Solutions focussed
• Customer Expectations Management
• Active Listening Skills
• Ability to handle queries and objections in a professional manner
• Passionate about communication and interacting with people is key to success in this role
• Able to receive continuous feedback and work in a fast-paced working environment
• Positive attitude and willingness to learn and go the ‘extra mile’ for self‑improvement
• Emotional intelligence and ability to stay calm when customers are stressed or annoyed
• Good reasoning and analytical skills
• Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations

Must be able to speak, read and write the required language to support

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office