About the role
Role: Client Success Specialist – Taiwanese Native/Fluent
Location: Penang, Malaysia (Georgetown / Bayan Lepas)
Work Model: Remote for 1 month (visa onboarding phase), transitioning to 100% On-Site
Work 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)
Total Package: MYR 8,500 – MYR 8,900 per month (inclusive of language stipend)
Position Summary Working as a Customer Success Specialist, you will act as the core representative for a major e-commerce client. This front-line role delivers end-to-end customer care across phone and email channels, resolving user inquiries and upholding service quality standards.
Primary Responsibilities
- Customer Support: Assist shoppers via voice and digital channels with order processing, product inquiries, and account navigation.
- Data Security: Safely manage payment transactions and confidential customer details in full compliance with privacy protocols.
- Issue Resolution: Neutralize customer friction with professionalism to maintain high brand sentiment and user retention.
- Escalations: Identify complex or high-priority tickets and direct them to specialized internal departments.
- Process Enhancement: Partner with team members to streamline operational workflows and improve service quality.
- Performance Metrics: Consistently meet target KPIs and adhere to internal operational guidelines.
Candidate Profile Mandatory Requirements:
- Language Skills: Native or fluent command of spoken and written Taiwanese, paired with B2-level English proficiency or higher.
- Education: Bachelor's Degree (essential for local Employment Pass/visa processing).
- Experience: At least 6 months of customer-facing experience in any sector. Recent graduates holding degrees in Mass Communications, English, or related fields are encouraged to apply provided they possess basic service fundamentals.
- Technical Skills: Minimum typing baseline of 40 WPM (90%+ accuracy); proficient with MS Office and Windows environments.
- Soft Skills: High EQ, active listening, strong critical thinking, and the patience to manage high-pressure customer interactions calmly.
Preferences:
- Preferred age bracket: Under 45 years old.
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