Taiwanese Speaking Customer Advisor (With Visa + Relocation Support)

Ignite; George Town; Ibrido; MYR 95.000 - 99.000; Tempo pieno

Descrizione del lavoro

Ignite is seeking a Customer Success Specialist in Penang, Malaysia to be the primary contact for a global e-commerce brand. You will support customers via voice, live chat, and email, guiding inquiries, resolving issues, and maintaining top‑tier service.

Initially remote for visa onboarding, the role will transition to 100% on-site. The position requires fluent Taiwanese and English (B2) with a bachelor’s degree and 6 months of customer-facing experience.

Competenze

• Must be fluent in Taiwanese and English (B2) for training and internal communications.
• Bachelor's Degree required for local Employment Pass and work visa authorization.
• At least 6 months of customer-facing experience in any industry; fresh graduates with strong service skills welcome.
• Typing speed of 40 WPM with 90% accuracy; basic MS Office and Windows proficiency.
• Strong emotional intelligence, active listening, analytical thinking, and resilience for handling demanding interactions.

Mansioni

• Provide end-to-end support across voice, live chat, and email for global customers.
• Safeguard sensitive payment details and customer data per privacy rules.
• Address and resolve customer concerns, preserving brand loyalty.
• Identify and escalate complex or high-priority cases to specialized teams.
• Collaborate to refine workflows and improve service quality.
• Aim to meet or exceed KPIs and quality metrics.

Conoscenze

Emotional intelligence

Active listening

Analytical thinking

Resilience

Formazione

Bachelor's degree

Strumenti

MS Office

Windows OS

Descrizione del lavoro

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 a dynamic role as a Customer Success Specialist, serving as a primary representative for a leading global e‑commerce brand. In this customer‑facing position, you will provide end‑to‑end support across voice, live chat, and email channels—guiding users through inquiries, resolving complex issues, and maintaining top‑tier service standards.

Primary Responsibilities

• Customer Support: Offer seamless support to global customers via phone, live chat, and email regarding order tracking, payment processing, product details, and site navigation.
• Data Security: Safeguard sensitive payment details and customer data in full compliance with global privacy regulations and internal security standards.
• Issue Resolution: Address and resolve customer concerns professionally, turning difficult situations into positive outcomes to preserve brand loyalty and retention.
• Escalations: Recognize complex or high‑priority cases promptly and route them to the appropriate specialized teams for swift resolution.
• Process Enhancement: Collaborate with team members and leadership to refine daily workflows, clear operational hurdles, and enhance overall service quality.
• Performance Metrics: Consistently meet or exceed target KPIs, quality assurance benchmarks, and operational goals.

Candidate Profile

• Mandatory Requirements:
  • Language Skills: Full professional fluency (written and spoken) in Taiwanese, along with at least B2-level English proficiency for internal training, team communications, and system navigation.
  • Education: Completed Bachelor's Degree (required for local Employment Pass and work visa authorization).
  • Experience: At least 6 months of customer‑facing experience in any industry. Recent graduates in Mass Communications, English, or related fields are welcome to apply if they possess strong customer service capabilities.
  • Technical Skills: A minimum typing speed of 40 WPM with at least 90% accuracy, plus basic proficiency in MS Office and Windows OS environments.
  • Soft Skills: Strong emotional intelligence, active listening skills, analytical thinking, and the resilience to handle demanding customer interactions calmly and effectively.