Deskripsi Pekerjaan
Join IntouchCX's award-winning customer experience team as a Bilingual Customer Support Specialist. We're seeking dynamic Mandarin/English bilingual professionals to deliver exceptional service to our global clientele. In this full-time role based in Kuala Lumpur's vibrant city center, you'll be the voice of our brand, resolving complex inquiries while bridging cultural communication gaps. We offer competitive compensation, comprehensive training, and a collaborative environment where language skills are valued. Leverage your Mandarin fluency to build lasting customer relationships while advancing your career in a rapidly growing CX industry.
Tanggung Jawab
- Provide bilingual customer support in Mandarin and English via phone, email, and chat channels
- Resolve product inquiries, technical issues, and billing concerns with empathy and efficiency
- Document customer interactions in CRM systems while maintaining data accuracy
- Collaborate with cross-functional teams to escalate complex issues and improve service workflows
- Meet performance metrics including resolution rates and customer satisfaction scores
- Continuously update product knowledge to deliver accurate information
- Identify process improvement opportunities and contribute to service quality initiatives
Kualifikasi
- Native-level fluency in Mandarin and English (both written and verbal)
- Minimum 1 year customer service or call center experience
- Strong problem-solving skills with ability to navigate complex customer scenarios
- Proficiency in CRM systems and customer support software
- Excellent communication skills with active listening abilities
- Ability to work independently in a fast-paced environment
- High school diploma or equivalent; additional certifications preferred