Customer Service Representative - Mandarin - Penang

We are seeking a dedicated and detail-oriented Customer Service Representative to support Taiwanese customers with payment-related inquiries. This role involves handling customer interactions through email, outbound calls, and live chat to ensure a seamless and positive customer experience.

Requirements:

• Diploma or higher (mandatory)

• Proficient in Mandarin (spoken and written), with good English communication skills

• Experience studying in Taiwan and proficiency in the Taiwanese language, both spoken and written, will be considered an advantage

• Experience in Taiwanese customer service, payment support, or a related field is an advantage

• Strong communication, problem-solving, and interpersonal skills

• Ability to handle multiple tasks in a fast-paced environment

• Willing to relocate to Penang, Malaysia

Required Interpersonal Skills:

• Customer Service orientation

• Customer Results/Solutions focussed

• Customer Expectations Management

• Active Listening Skills

• Ability to handle queries and objections in a professional manner

• Passionate about communication and interacting with people is key to success in this role

• Able to receive continuous feedback and work in a fast-paced working environment

• Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement

• Emotional intelligence and ability to stay calm when customers are stressed or annoyed

• Good reasoning and analytical skills

• Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations

• Must be able to speak, read and write the required language to support

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.

• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

(May perform other duties as requested that may not be specifically addressed in this document)

Key Responsibilities:

• Manage customer inquiries related to payments via email, outbound calls, and live chat channels

• Provide accurate information and guidance on payment processes, transactions, and account issues

• Investigate and resolve customer concerns in a timely and professional manner

• Follow up with customers to ensure issues are fully resolved

• Maintain proper documentation of all interactions in the system

• Collaborate with internal teams to escalate and resolve complex cases

• Ensure compliance with company policies and service quality standards