Customer Service Representative( Tobacco Project) - Mandarin - Penang

CB Talents SP; Franklin (TN); On-site; USD 8,845 - 11,794; Full time

Job summary

CB Talents SP in Penang seeks a Customer Service Representative for a Tobacco Project. The role handles customer inquiries via phone and email, assists with online orders, and resolves issues with empathy and accuracy.

Qualifications include a Diploma or Bachelor’s degree and English proficiency at B2 level. Fresh graduates are welcome; call center experience is advantageous but not required.

Qualifications

• Diploma or Bachelor’s Degree in any field
• Minimum B2 level English proficiency (spoken and written)
• 6+ months of customer service experience preferred; fresh graduates welcome

Responsibilities

• Respond to customer inquiries via phone and email in a timely and professional manner
• Assist customers with online orders and related concerns
• Handle customer issues with empathy, accuracy, and efficiency
• Process payments and manage sensitive information securely
• Identify and escalate urgent or complex issues when needed
• Maintain a positive and professional attitude in all interactions
• Collaborate with team members to improve processes and service quality
• Stay updated through training and continuous learning
• Meet performance targets and adhere to company policies

Education

Diploma or Bachelor’s Degree

B2 English proficiency

Job description

About the job Customer Service Representative( Tobacco Project) - Mandarin - Penang

Overview

The Customer Success Specialist (CSS) is responsible for handling customer inquiries, resolving concerns, and providing accurate information through inbound calls and email. This role serves as the main point of contact for customers using the client’s online shopping platform, ensuring a smooth and positive customer experience.

The CSS represents the client’s brand, values, and standards in every interaction. Professionalism, empathy, and clear communication are essential in delivering high-quality support.

Core Values

The CSS is expected to embody the client’s values:

• Responsibility – Acting as the face of the brand and representing it with integrity
• Quality & Excellence – Striving to deliver the best possible customer experience

Key Responsibilities

• Respond to customer inquiries via phone and email in a timely and professional manner
• Assist customers with online orders and related concerns
• Handle customer issues with empathy, accuracy, and efficiency
• Process payments and manage sensitive information securely
• Identify and escal… urgent or complex issues when needed
• Maintain a positive and professional attitude in all interactions
• Collaborate with team members to improve processes and service quality
• Stay updated through training and continuous learning
• Meet performance targets and adhere to company policies

Qualifications

Education:

• Diploma or Bachelor’s Degree in any field
• Minimum B2 level English proficiency (spoken and written)

Experience:

• At least 6 months of customer service experience (any industry)
• Fresh graduates are welcome, especially from communication-related fields
• Call center experience is an advantage but not required
• Strong customer service and problem-solving skills
• Effective communication and active listening
• Ability to manage customer expectations and handle objections professionally
• High emotional intelligence and ability to stay calm under pressure
• Positive attitude, adaptability, and willingness to learn