Teleperformance

Customer Service Representative – Mandarin

Teleperformance

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇲🇾 Malaysia

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Job Level

Junior

About the role

  • CSS represents the brand, the culture, and the values of the client
  • Your attitude and how you behave will determine how our client is perceived by its customers
  • It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
  • Customer concerns must be handled positively and professionally
  • Support customers to place online orders with the client.
  • Provide timely support to customers through available communication channels (inbound phone calls and email).
  • Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.
  • Pro-actively support customers to mitigate the risk of damage to the client’s brand and customer loyalty.
  • Identify and escalate priority issues through appropriate channels as and when necessary.
  • Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
  • Maintains and improves quality of service by sharing suggestions and recommendations.
  • Keeps job knowledge and skills up to date by attending training and continuously learning.
  • Meets all key performance indicators set by the company and client.
  • Adheres to the policies and procedures set by the company and client.

Requirements

  • Bachelor’s Degree or at least Diploma or equivalent in any discipline.
  • Must have B2 level English Language and Mandarin proficiency (reading, writing, speaking and aural comprehension).
  • Minimum of 6 months work experience in customer support in any industry.
  • Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field.
  • Call centre experience is not a ‘must’ but would be a distinct advantage.
  • Technical Skills: Minimum typing speed of 40wpm with a 90% accuracy score.
  • Computer literate and fully conversant in Microsoft Windows and Microsoft Office.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
typing speed 40wpm90% accuracy scorecustomer support experienceonline order processing
Soft skills
positive attitudeempathetic behaviorprofessionalismproblem-solvingteam collaborationcontinuous improvementcommunication skills
Certifications
Bachelor’s DegreeDiploma