Customer Service Representative - Taiwanese - 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:

• Bachelor’s degree or higher (mandatory)
• Proficient in Mandarin and/or Taiwanese (spoken and written), with good English communication skills
• Experience in 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