SNS Customer Support - Chinese/Korean Speaking

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

Job summary

A leading BPO company in Kuala Lumpur is seeking a Customer Support Associate fluent in either Chinese or Korean to assist customers globally. The role involves responding to inquiries through various channels and managing escalations efficiently. Candidates should have strong English skills and be detail-oriented with a strong commitment to customer satisfaction. Benefits include medical insurance and leave entitlements.

Benefits

Medical insurance

Annual Leave

Sick Leave

EPF

Qualifications

• Chinese proficiency or Native Korean proficiency (reading & speaking).
• Strong command of spoken and written English.
• Awareness of current events and trends in Korean or Chinese markets.

Responsibilities

• Respond to customer enquiries via email, chat, and call backs.
• Route enquiries to appropriate support channels as needed.
• Manage customer escalations ensuring all are tracked and addressed.
• Follow documented procedures for call flows and complaint management.
• Maintain strong customer service orientation in all interactions.

Skills

Chinese proficiency

Native Korean proficiency

Strong command of English

Analytical skills

Teamwork skills

Job description

SNS Customer Support - Chinese/Korean Speaking

Location: KL Sentral, Kuala Lumpur, Malaysia
Industry: BPO
Employment Type: Permanent
Working Hours: 24/7

Role Overview

The Client Service Associate is to help support advertisers worldwide (SNS platform) through chat, email, and callbacks.

Responsibilities

• Understand customer enquiries and respond via applicable channels: email, chat, and call backs
• 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 documented call flows, work processes, data entry requirements, and complaint management processes
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied

Requirements / Skills

• Chinese proficiency or Native Korean proficiency (reading & speaking)
• Strong command of spoken and written English
• Awareness of current events and trends in Korean or Chinese markets
• Mature, analytical, and detail-oriented
• Strong teamwork and engagement skills
• Only Malaysian Chinese for Chinese team or Korean Native for Korean Team may apply
• Must be able to join on the specified onboarding date

Benefits

• Medical insurance (medical card provided)
• Annual Leave and Sick Leave
• Insurance
• EPF