Digital Customer Expert - Mandarin (Work from Home)

Teleperformance; Remote; MYR 150,000 - 200,000; Full time

Job summary

A leading global company is seeking a Digital Customer Expert to support customers from home. The role emphasizes problem-solving and adaptability while ensuring compliance with policies. Candidates must possess excellent communication skills to handle inquiries across multiple platforms, including phone, chat, and email. This position involves managing sensitive topics and maintaining performance metrics. Suitable candidates will demonstrate empathy and strong people skills to foster customer satisfaction.

Qualifications

• Proficiency in handling customer inquiries across multiple channels.
• Strong decision-making skills based on company policies.
• Ability to manage sensitive topics with confidentiality.

Responsibilities

• Handle customer interactions via phone, chat, and email professionally.
• Enforce policies and ensure site security while dealing with inquiries.
• Monitor key performance indicators related to customer satisfaction.

Skills

Empathy

Problem-solving

Adaptability

Communication

Emotional Intelligence

Job description

Digital Customer Expert - Mandarin (Work from Home)

We're looking for a Digital Customer Expert to join our team! In this role, you'll be the go-to person for customers across phone, chat, and email. You'll handle inquiries with empathy and professionalism, while ensuring policies and security standards are met. This is a dynamic role that requires problem-solving, adaptability, and confidence in decision-making.

• Channels: Handling customer interactions through phone, chat, email, and occasionally blended channels based on business needs.
• Environment: Focusing on policy enforcement, site security, risk assessment, and investigative work. This role involves dealing with sensitive topics and making decisions based on policies.
• Typical Contacts: Managing issues related to account takeovers, transaction holds, selling limits, selling performance, account suspensions, account restrictions, listing removals, and appeals of decisions made.
• Success Metrics: Key performance indicators include resolution, average handling time (AHT), transfer rate, customer satisfaction (C-Sat), recontact rate, schedule adherence, time to proficiency (T2P), guided judgment acceptance rate, and compliance and procedure adherence.
• Competencies: Confidence in delivering decisions and explaining policies, patience in listening to and conveying client's message, and strong people skills including communication and emotional intelligence.
• Soft Skills: Voice tone control, adaptability to different customers and cultures, resiliency to handle stress and pressure, curiosity with a learner's mindset, ownership to drive resolution, and drive to achieve targets/KPIs.
• Process Compliance: Strict adherence to procedures, minimizing errors, and consistently following policies, processes, and regulatory compliance requirements.
• Work from Home Requirements: Self-discipline to stay motivated, technical skills to troubleshoot company equipment, and meeting minimum internet speed requirements.
• Cultural Fit: Understanding of the contact centre environment, willingness to work in shifts, and adherence to schedule.
• Language Proficiency: Proficiency in the system/tools usage language (English) and cultural knowledge of the region/country serviced.
• Assessment Requirements: Typing speed and accuracy, IT skills, numerical skills, and channel-specific skills such as call flow control for phone, grammar proficiency for chat and email, and the ability to handle multiple chat interactions simultaneously.