台灣航空 - 客戶支持 - Taiwan Airline Customer Support

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

Job summary

A leading customer support company in Kuala Lumpur is seeking a dedicated Customer Support Specialist to provide exceptional service through phone, live chat, and email. The role requires fluency in Mandarin and English, and includes responsibilities like resolving customer issues and providing feedback to enhance the customer experience. Candidates must be comfortable working night shifts and possess strong communication skills.

Qualifications

• Fluent in Mandarin and English, both spoken and written.
• Preferably 1 year of working experience in a related field.
• Willing to work in KL Sentral area and accept night shifts.
• Comfortable with computers and learning to use multiple systems.

Responsibilities

• Provide excellent customer support via phone, live chat, and email.
• Identify customer needs and investigate issues to deliver strategic solutions.
• Ensure first contact resolution and follow-up with service partners.
• Provide constructive feedback to optimize workflow and enhance customer experience.

Skills

Fluent in Mandarin

Fluent in English

Strong communication skills

Ability to multi-task

Education

At least SPM, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, or Master's Degree in any field

Job description

Overview

Provide excellent customer support experience through phone, live chat, and email communication. Identify customer needs and investigate existing issues to provide the best strategic solutions, ensuring effective resolution of customer problems and clarification of any existing confusion.

Ensure first contact resolution and effective follow-up with service partners and internal departments to close cases in accordance with service standards. Provide constructive feedback on tools, resources, processes, and guidelines to optimize workflow and enhance the customer experience.

Responsibilities

• Provide excellent customer support via phone, live chat, and email.
• Identify customer needs and investigate issues to deliver strategic solutions and ensure resolution.
• Ensure first contact resolution and follow-up with service partners and internal departments to close cases per service standards.
• Provide constructive feedback on tools, resources, processes, and guidelines to optimize workflow and enhance the customer experience.

Qualifications

• Language: Fluent in Mandarin and English, both spoken and written.
• Education: At least SPM, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, or Master's Degree in any field.
• Experience: Preferably 1 year of working experience in related field.
• Location/Shifts: Willing to work in KL Sentral area and able to accept night shifts.
• Skills: Ability to multi-task and use information provided by customers to tailor responses; strong communication and interpersonal skills; comfortable with computers and learning to use multiple systems.
• Communication: Excellent verbal and written communication in English and Mandarin to effectively communicate with Mandarin-speaking clients.