Taiwanese Speaking Customer Advisor

Ignite; George Town; Hybride; MYR 95 000 - 99 000; Plein temps

Avantages offerts par ce poste

Language stipend

Visa sponsorship / Employment Pass

Remote onboarding phase

On-site office in Penang

Résumé du poste

Ignite is seeking a Customer Success Specialist in Penang, Malaysia. You will serve as a front-line representative for a global e-commerce brand, delivering end-to-end support across calls, live chat, and email. You will guide users through platform journeys, address inquiries, and resolve complex issues to maintain high service standards.

Role requires bilingual Taiwanese and English (B2). Includes onboarding support, visa sponsorship, and a remote onboarding phase before transitioning to

Qualifications

• Mandatory: Taiwanese language fluency (spoken and written) with English at least B2 level for internal training, collaboration and reporting.

Responsabilités

• Provide customer support via phone, live chat, and email for international users.
• Protect sensitive payment and personal data in line with privacy laws.
• Handle complex inquiries with empathy and diplomacy; de-escalate when needed.
• Escalate to tier-2 tech support or leadership for high-priority issues.
• Contribute to team debriefs; identify pain points and streamline workflows.
• Meet or exceed KPIs like FCR, AHT, CSAT and QA standards.

Connaissances

Taiwanese language fluency

English proficiency (B2)

Active listening

Problem solving

Formation

Bachelor's degree

Outils

Microsoft Office

CRM software

Windows OS

Description du poste

Location: Penang, Malaysia (Georgetown / Bayan Lepas)

Work Model: Remote for 1 month (visa onboarding phase), transitioning to 100% On-Site

Schedule: 5-day work week (2 days off) |

Rotating Shifts: Mon–Fri (9:00 AM – 10:00 PM), Sat–Sun (9:00 AM – 6:00 PM)

Compensation: MYR 8,500 – MYR 8,900 per month (inclusive of language stipend)

Position Summary

Step into an exciting and dynamic role as a Customer Success Specialist, where you will act as a pivotal front-line representative for a world-renowned global e-commerce brand. In this highly engaging, customer-facing position, you will be responsible for delivering end-to-end operational and consultative support across multiple communication channels, including inbound/outbound voice calls, live digital chat, and email correspondence. Your main mission will be to walk global users seamlessly through their platform journeys, address diverse product and account inquiries, resolve intricate customer concerns, and consistently uphold the highest benchmarks of service excellence and customer satisfaction.

Primary Responsibilities

• Customer Support: Offer comprehensive, timely, and customer-centric support to international users via phone, live chat, and ticketing/email channels. Assist clients with real-time order tracking, complex payment processing, detailed product inquiries, account management, and website navigation.
• Data Security: Rigorously protect sensitive payment details, transactional histories, and personal identification records in strict adherence to global data privacy laws (e.g., GDPR) and corporate internal security protocols.
• Issue Resolution: Intervene in complex, highly sensitive, or challenging customer scenarios with high empathy and professional diplomacy. De-escalate friction effectively to transform potential negative experiences into lasting brand loyalty and higher retention.
• Escalations: Identify intricate technical glitches, high-priority accounts, or systemic complaints early, accurately documenting case notes before routing them swiftly to tier-2 technical support or specialized leadership teams.
• Process Enhancement: Actively participate in team debriefs and collaborate with operations leads to analyze recurring customer pain points, streamline daily operational workflows, eliminate process bottlenecks, and continuously elevate the end-user journey.
• Performance Metrics: Consistently meet or surpass key performance indicators (KPIs), such as First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT) scores, and internal Quality Assurance (QA) compliance benchmarks.

Candidate Profile

• Mandatory Requirements:
  • Language Skills: Full professional fluency (native or bilingual level) in spoken and written Taiwanese to seamlessly assist end-users, paired with a minimum of B2-level English proficiency necessary for internal training programs, team collaboration, software navigation, and cross-departmental reporting.
  • Education: Must hold a completed Bachelor's Degree from a recognized institution (this is a mandatory regulatory requirement for foreign worker sponsorship, local Employment Pass issuance, and work visa processing in Malaysia).
  • Experience: A minimum of 6 months of professional experience in a customer-facing role within any industry (e.g., retail, hospitality, BPO, or administrative support). Recent university graduates holding degrees in Mass Communications, English Language, Business Administration, or related disciplines are encouraged to apply provided they demonstrate exceptional interpersonal capabilities.
  • Technical Skills: Proven keyboarding competency with a minimum typing speed of 40 WPM at 90% accuracy or higher, combined with solid foundational knowledge of the Microsoft Office Suite (Word, Excel, Outlook) and comfortable navigation of Windows OS environments and web-based CRM software.
  • Soft Skills: High emotional intelligence (EQ), sharp active listening skills, strong logical problem-solving abilities, and the mental resilience required to manage demanding customer interactions with patience, tact, and composure.

Offer & Benefits

• Competitive Salary Package: An attractive monthly base salary ranging from MYR 8,500 to MYR 8,900, which includes a dedicated language allowance for Taiwanese fluency.
• Relocation & Onboarding Support: Seamless corporate sponsorship for local Employment Pass/work visa processing, supplemented by a 1-month initial remote onboarding phase to ensure a comfortable transition to Penang.
• Work-Life Balance: Structured 5-day working schedule per week with 2 dedicated rest days, operating under organized rotating shifts to support operational coverage.
• Paid Comprehensive Training: Fully paid, structured onboarding and product training program starting from Day 1 to equip you with the essential tools, system expertise, and subject knowledge needed to succeed.
• Career Growth Opportunities: Clear pathways for internal mobility and long-term career progression into team management, quality coaching, operational lead, or technical subject matter expert roles.
• Modern Work Environment: Access to vibrant, state-of-the-art office facilities located in premier hubs across Penang (Georgetown / Bayan Lepas) with rich multicultural team dynamics and ongoing employee engagement activities.