Location: Penang, Malaysia (Georgetown / Bayan Lepas)

Work Model: Remote for 1 month (visa onboarding phase), transitioning to 100% On-Site

Schedule: 5-day work week (2 days off) | Rotating Shifts: Mon–Fri (9:00 AM – 10:00 PM), Sat–Sun (9:00 AM – 6:00 PM)

Compensation: MYR 8,500 – MYR 8,900 per month (inclusive of language stipend)

Position Summary

Step into a dynamic role as a Customer Success Specialist, serving as a primary representative for a leading global e-commerce brand. In this customer-facing position, you will provide end-to-end support across voice, live chat, and email channels—guiding users through inquiries, resolving complex issues, and maintaining top-tier service standards.

Primary Responsibilities

Customer Support: Offer seamless support to global customers via phone, live chat, and email regarding order tracking, payment processing, product details, and site navigation.
Data Security: Safeguard sensitive payment details and customer data in full compliance with global privacy regulations and internal security standards.
Issue Resolution: Address and resolve customer concerns professionally, turning difficult situations into positive outcomes to preserve brand loyalty and retention.
Escalations: Recognize complex or high-priority cases promptly and route them to the appropriate specialized teams for swift resolution.
Process Enhancement: Collaborate with team members and leadership to refine daily workflows, clear operational hurdles, and enhance overall service quality.
Performance Metrics: Consistently meet or exceed target KPIs, quality assurance benchmarks, and operational goals.

Candidate Profile

Mandatory Requirements:
- Language Skills: Full professional fluency (written and spoken) in Taiwanese, along with at least B2-level English proficiency for internal training, team communications, and system navigation.
- Education: Completed Bachelor's Degree (required for local Employment Pass and work visa authorization).
- Experience: At least 6 months of customer-facing experience in any industry. Recent graduates in Mass Communications, English, or related fields are welcome to apply if they possess strong customer service capabilities.
- Technical Skills: A minimum typing speed of 40 WPM with at least 90% accuracy, plus basic proficiency in MS Office and Windows OS environments.
- Soft Skills: Strong emotional intelligence, active listening skills, analytical thinking, and the resilience to handle demanding customer interactions calmly and effectively.

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