Mandarin speaking support agent - MY1

Cross Border Talents; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Benefits offered by this job

Language allowance

Monthly performance incentives

Paid annual leave

Medical coverage

Structured onboarding

Career development

Multilingual environment

Global exposure

Job summary

Cross Border Talents is hiring a Customer Success Specialist to respond to inquiries via phone and email, guiding customers through online orders and ensuring data privacy. The role emphasizes professionalism, empathy, and a proactive approach to resolving issues.

The ideal candidate has a bachelor’s degree or diploma and strong English skills, with at least six months in customer support. Fresh graduates may apply; call centre experience is a plus.

Qualifications

• Bachelor’s degree or diploma in any discipline with strong English.
• Proven customer service skills and ability to handle inquiries professionally.
• Experience in a call centre is an asset but not required.

Responsibilities

• Respond to customer requests via phone and email channels.
• Assist customers to place online orders and provide timely support.
• Protect customer data and payments by following privacy practices.
• Monitor issues and escalate where needed to improve service quality.
• Collaborate with team to enhance customer support processes.
• Adhere to company and client policies and KPIs.

Skills

Customer service orientation

Active listening

Communication skills

Problem solving

Emotional intelligence

Analytical skills

Teamwork

Education

Bachelor’s Degree or Diploma

Tools

MS Office

Job description

The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.

The CSS will be the primary contact for customers using the client’s website shopping channel.

The CSS lives the values of our client which are: -
1. Responsibility : The CSS represents the client and is the face of the brand to the outside world.
2. Quality and a Passion for Excellence : We always want to shoot for the best possible result.

The CSS is expected to project a professional company image through various communication channels.

• 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 upgrade 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 clinician
• Adhere to the policies and procedures set by the company and client

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)

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

• 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

Benefits

Competitive salary package inclusive of language allowance

Monthly performance incentives (depending on project)

Paid annual leave, medical leave, and public holidays in accordance with Malaysian labor law

Medical coverage and insurance support

Structured onboarding and training program

Opportunity to work in a global leader with international exposure

Career development and internal mobility opportunities

Multilingual and multicultural work environment