Taiwanese Speaking Customer Advisor

Ignite; Penang; On-site; MYR 95,000 - 99,000; Full time

Job summary

Ignite in Penang, Malaysia is hiring a Customer Success Specialist (Taiwanese-Speaking). You will be the frontline ambassador for a leading global e-commerce enterprise, supporting international shoppers across calls, live chat, and email during a dynamic onboarding and ongoing operations.

This role requires fluent Taiwanese and strong English, a Bachelor's degree, and at least 6 months in a customer-facing field.

Qualifications

• Bachelor's degree from an accredited institution.
• Minimum 6 months of customer-facing experience in any sector.
• Fluent in Taiwanese with English proficiency for training and collaboration.
• Proficient with MS Office and CRM software.

Responsibilities

• Provide multichannel customer support via voice, chat, and email workflows.
• Protect confidential payment data and personal information in line with privacy regulations.
• Resolve complex inquiries with empathy and escalate issues to tier-2 when needed.
• Identify and document bugs or high-priority accounts for quick escalation.
• Partner with managers to refine processes and improve the user experience.
• Strive to meet KPIs such as FCR, AHT, CSAT, and QA standards.

Skills

Taiwanese fluency

English (B2)

Customer support

CRM familiarity

MS Office

Education

Bachelor's Degree

Tools

Microsoft Office

CRM software

Job description

Job Title: Customer Success Specialist (Taiwanese-Speaking)

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)

Employment Type: Full-Time | Permanent

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

Languages Required: Full professional fluency in Taiwanese & Business English (B2 level minimum)

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 & Key Duties

• 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.

Candidate Profile & Requirements

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

Compensation & Financials:

• Competitive Salary: A strong monthly remuneration package ranging from MYR 8,500 to MYR 8,900, which includes a dedicated language allowance for Taiwanese fluency.

• Relocation 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 & Growth:

• Schedule: 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: 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.