Customer Service Representative - Mandarin

Overview

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.

Qualifications

Requirements:

• Diploma or higher (mandatory)• Proficient in Mandarin (spoken and written), with good English communication skills

• Experience studying in Taiwan and proficiency in the Taiwanese language, both spoken and written, will be considered an advantage• Experience in Taiwanese 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

Responsibilities

(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