Taiwanese Speaking Customer Advisor

Ignite; George Town; Hybrid; MYR 95,000 - 99,000; Full time

Benefits offered by this job

Language stipend

Visa sponsorship

Remote onboarding (1 month)

Job summary

Ignite in Penang, Malaysia, is seeking a Customer Success Specialist to act as a frontline brand ambassador. You will handle inbound/outbound calls, live chat, and email, guiding international shoppers and resolving product and account questions with a focus on high-quality service.

The role emphasizes data security, complex problem resolution, and collaboration with Tier-2 support. A strong emphasis on KPIs and continuous improvement in a fast-paced environment is required.

Qualifications

• Full professional fluency in spoken and written Taiwanese.
• English proficiency at B2 level for training and collaboration.
• Bachelor’s degree from an accredited institution.
• At least 6 months of customer-facing experience.
• Typing speed 40 WPM at 90% accuracy; MS Office and CRM skills.
• Strong emotional intelligence and active listening.

Responsibilities

• Provide customer support via phone, live chat, and email.
• Protect payment data and user privacy per GDPR and security standards.
• Resolve complex inquiries with empathy and tact.
• Identify escalations and document case details for Tier-2.
• Assist in process improvement to reduce friction and improve UX.
• Meet KPIs: FCR, AHT, CSAT, and QA compliance.

Skills

Taiwanese fluency

English proficiency

Emotional intelligence

Active listening

Education

Bachelor's degree

Tools

Microsoft Office

CRM software

Job description

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 inspiring and fast-paced role as a Customer Success Specialist, serving as a frontline brand ambassador for a leading global e-commerce enterprise. In this highly interactive, customer-centric position, you will be tasked with providing comprehensive operational and advisory assistance across multiple engagement touchpoints, including inbound and outbound phone calls, real-time messaging, and email correspondence. Your primary objective will be to guide international shoppers smoothly across the platform, answer diverse product and account questions, resolve complex customer inquiries, and consistently uphold peak benchmarks of service quality and customer satisfaction.

Primary Responsibilities

• Customer Support: Deliver thorough, prompt, and user-focused assistance to international clients across voice, live chat, and ticketing/email workflows. Assist users with real-time order tracking, intricate payment processing, detailed merchandise inquiries, account management, and platform navigation.
• Data Security: Strictly protect confidential payment details, account transaction records, and personal user data in full compliance with global privacy regulations (such as GDPR) and internal corporate security standards.
• Issue Resolution: Step into complex, sensitive, or challenging user interactions with deep empathy and professional tact. Resolve customer friction effectively to convert potential dissatisfaction into long-term brand loyalty and higher retention.
• Escalations: Identify complicated technical bugs, high-priority accounts, or systemic user complaints early, documenting case details meticulously before escalating them quickly to tier-2 support teams or specialized operational leaders.
• Process Enhancement: Actively participate in team reviews and partner with operational managers to evaluate recurring user friction points, refine daily workflows, eliminate operational bottlenecks, and continuously elevate the overall user experience.
• Performance Metrics: Consistently meet and exceed established key performance indicators (KPIs), including First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT) ratings, and internal Quality Assurance (QA) compliance standards.

Mandatory Requirements

• Language Skills: Full professional fluency (native or bilingual level) in spoken and written Taiwanese to support end-users effortlessly, combined with a minimum of B2-level English proficiency required for company training modules, team collaboration, system navigation, and internal reporting.
• Education: Must hold a completed Bachelor's Degree from an accredited institution (this is a mandatory regulatory requirement for foreign worker sponsorship, Employment Pass issuance, and local work visa authorization in Malaysia).
• Experience: At least 6 months of professional experience in a customer-facing role within any sector (e.g., retail, hospitality, BPO, or administrative operations). Recent university graduates holding degrees in Mass Communications, English, Business Administration, or related fields are encouraged to apply provided they exhibit strong interpersonal capabilities.
• Technical Skills: Demonstrated keyboard proficiency with a minimum typing speed of 40 WPM at 90% accuracy or higher, along with solid working knowledge of the Microsoft Office Suite (Word, Excel, Outlook) and ease navigating Windows OS environments and web-based CRM software.
• Soft Skills: High emotional intelligence (EQ), keen active listening skills, strong logical problem-solving abilities, and the mental composure necessary to handle demanding customer interactions with patience, tact, and poise.

Offer & Benefits

• Competitive Salary Package: A strong monthly remuneration package ranging from MYR 8,500 to MYR 8,900, which includes a dedicated language allowance for Taiwanese fluency.
• Relocation & Onboarding Support: Full corporate visa sponsorship for Employment Pass/work permit processing, coupled with a 1-month initial remote onboarding period to facilitate a smooth move to Penang.
• Work-Life Balance: Structured 5-day work schedule per week with 2 full rest days, operating under organized rotational shift patterns to maintain operational coverage.
• Paid Comprehensive Training: Fully compensated, structured onboarding and product training program starting from Day 1 to equip you with the essential tools, platform expertise, and core domain knowledge required for success.
• Career Growth Opportunities: Clear internal promotion pathways leading into team leadership, quality assurance, operational management, or specialized technical subject matter expert roles.
• Modern Work Environment: Perform your daily duties in modern, state-of-the-art office facilities located in top business hubs across Penang (Georgetown / Bayan Lepas), surrounded by a vibrant, multicultural team culture and regular employee engagement initiatives.