Customer Success Specialist I Taiwanese Speaker I Based In Malaysia

Role Overview

The Customer Success Specialist will be responsible for managing customer enquiries across email live chat and phone channels while ensuring timely and accurate first-time resolution. This role supports regional telco IT and social media projects requiring a service-focused mindset and strong communication skills.

Key Responsibilities

• Handle inbound customer enquiries via phone email and chat in a professional and courteous manner.
• Provide accurate information troubleshoot basic issues and ensure first-contact resolution wherever possible.
• Record and update all customer interactions in the internal systems with complete and accurate details.
• Escalate complex cases to the relevant teams in accordance with standard operating procedures and service levels.
• Adhere to project-specific workflows compliance guidelines and quality assurance standards.
• Maintain a high level of customer satisfaction through timely follow-up and problem resolution.
• Achieve performance targets including productivity quality attendance and response time.

Requirements

• Minimum Bachelors degree is required.

• Ability to communicate in average English (spoken and written).

• Ability to read and write in Traditional Mandarin and speak fluent Mandarin to support Taiwan-based customers.

• Basic computer literacy and ability to navigate multiple systems.

• Strong customer-oriented attitude with patience professionalism and problem-solving skills.

• Willingness to work in a fast-paced and dynamic call centre environment.

Working Conditions

• Operates in a 24/7 rotational shift environment including nights weekends and public holidays as required.
• Weekly shift rotations will apply with the monthly schedule provided in advance.
• Candidates must have their own transport as shift timings may not align with public transportation availability.

• Work will be based on-site at the designated office location.

Compensation & Benefits

• Base salary with monthly KPI incentives based on performance.

• Relocation Assistance is provide by the company.

• Additional allowances or overtime may apply in accordance with company policy.
• Comprehensive training and onboarding provided with opportunities for career progression.

Preferred Attributes

• Prior experience in customer service or call centre operations is an added advantage but not mandatory.

• Positive attitude strong work ethic and willingness to learn.

• Excellent interpersonal and listening skills with the ability to remain calm under pressure.

• Team player with a commitment to delivering excellent service.