Customer Support - Bilingual(Voice, Chat & Email)

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

Job summary

A global leader in customer experience management is seeking a Bilingual Customer Support agent for their Kuala Lumpur location. The role involves providing exceptional service via voice, chat, and email. Ideal candidates must communicate fluently in Cantonese and English and have a high school diploma. Previous customer service experience is preferred. The position requires flexibility to work on-site and aims to foster lasting relationships with customers. Candidates should possess strong communication and interpersonal skills.

Qualifications

• Must have at least six months customer service experience or equivalent.
• Candidates must have proficiency at B2 level in Cantonese & English.

Responsibilities

• Provide quick, accurate, and friendly service to customers via phone, email, or chat.
• Meet and exceed customer service metrics.
• Take ownership of tasks and follow up with customers as needed.

Skills

Outstanding oral communication skills in Cantonese

Outstanding oral communication skills in English

Excellent interpersonal skills

Ability to empathize and resolve conflicts

Adaptable and flexible

Education

High school diploma or equivalent

Job description

Customer Support - Bilingual(Voice, Chat & Email)

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. 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 of Position
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 adhoc 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. We are seeking candidates proficient in Mandarin/Cantonese to effectively communicate with Mandarin/Cantonese-speaking clients.

Candidate must be flexible working from Office

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