Overview

We are looking for a Mandarin-speaking Customer Success Specialist (CSS) to support customers through inbound phone calls and email channels.

The role involves assisting customers with online orders, resolving inquiries, and delivering professional customer support experiences while representing the client's brand positively.

Fresh graduates are encouraged to apply. Training will be provided for suitable candidates.

Responsibilities

• Support customers with online order placements and inquiries
• Handle inbound phone calls and email support professionally
• Provide accurate information and timely resolutions to customers
• Process payments and handle confidential customer information securely
• Manage customer concerns with empathy and professionalism
• Escalate priority issues when necessary
• Maintain high levels of customer satisfaction and service quality
• Collaborate with team members to improve customer support processes
• Attend training sessions and continuously improve product knowledge
• Meet performance targets and service quality standards
• Follow company policies and operational procedures

Requirements

Education

• Diploma, Bachelor's Degree, or equivalent qualification in any discipline
• Fresh graduates are welcome to apply

Preferred fields:

• Mass Communication
• English for Professionals
• Communication-related disciplines

Language Requirements

• Fluent in English and Mandarin
• Mandarin proficiency at C1 level or above
• Minimum B2 English proficiency required

Experience

• Minimum 6 months customer service experience is preferred
• Call center experience is an advantage but not mandatory

Technical Skills

• Minimum typing speed of 40 WPM with 90% accuracy
• Computer literate and familiar with Microsoft Office
• Comfortable handling multiple systems and tools

Soft Skills

• Strong communication and active listening skills
• Customer-focused mindset
• Good problem-solving and analytical skills
• Positive attitude and willingness to learn
• Able to stay calm under pressure
• Professional and empathetic communication skills