(Mandarin) Social Media Customer Service

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

Job summary

A leading job platform in Malaysia is seeking a customer service representative to manage customer inquiries, escalations, and ensure a high level of customer satisfaction. Applicants should possess a Bachelor's degree, ideally with over a year of experience in customer service, and be fluent in English and their native language. Familiarity with social media trends added advantage. Flexibility to work shifts and weekends is necessary.

Qualifications

• 1+ years of experience in customer service.
• Fluency in English and native language.
• Adaptable to a fast-paced environment.

Responsibilities

• Understand and respond to customer enquiries via email.
• Manage customer escalations and ensure they are tracked.
• Maintain professionalism and competent customer service.
• Keep up-to-date on social media trends.

Skills

Strong understanding of social media trends

Excellent communication skills

Interpersonal skills

Ability to work independently

Education

Bachelor's degree in any field

Job description

Responsibilities

• Understand customer enquiries and respond via applicable channels: email
• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel.
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required.
• Perform all procedures accurately, including following client's documented call flows, work processes, data entry requirements, and complaint management processes.
• Ensure all SLAs are met accordingly.
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied.
• Provide a high level of professionalism and competent customer service.
• Communicate effectively with customers in a friendly and polite manner following the client's processes.
• Read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native language.
• Keep up-to-date on social media trends and best practices.
• Collaborate with other team members to provide the best possible customer service.
• Adaptable to a very fast-paced environment.

Qualifications

• Bachelor's degree in any field.
• 1+ years of experience in customer service.
• Strong understanding of social media trend.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Can work on a rotational shift and on a weekend.