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 an exciting opportunity as a Customer Success Specialist, where you will serve as a foundational brand ambassador for a globally recognized e-commerce client. In this frontline role, you will deliver comprehensive, end-to-end customer care across both voice and digital channels, expertly guiding users through inquiries, resolving complex challenges, and consistently upholding our rigorous service quality standards.

Primary Responsibilities

Customer Support: Assist global shoppers seamlessly via phone calls, live chat, and email correspondence regarding order tracking, payment processing, product specifications, and general platform navigation.
Data Security: Handle sensitive payment transactions and confidential customer credentials with absolute care, ensuring full adherence to international privacy protocols and internal security guidelines.
Issue Resolution: Neutralize customer friction points with professional poise, transforming challenging interactions into positive experiences to safeguard brand reputation and drive user retention.
Escalations: Promptly identify intricate, technical, or high-priority tickets and route them accurately to specialized internal departments for rapid resolution.
Process Enhancement: Partner closely with peers and leadership to streamline daily operational workflows, eliminate bottlenecks, and continuously elevate overall service delivery.
Performance Metrics: Consistently achieve and surpass target key performance indicators (KPIs), quality assurance scores, and internal operational benchmarks.

Candidate Profile

Mandatory Requirements:

Language Skills: Full professional fluency in spoken and written Taiwanese, accompanied by at least a B2-level proficiency in English for internal communication, training, and system use.
Education: Bachelor's Degree completed (this is a mandatory prerequisite for processing local Employment Passes and work visas).
Experience: A minimum of 6 months of customer-facing experience in any professional sector. Recent university graduates holding degrees in Mass Communications, English, or related disciplines are strongly encouraged to apply, provided they demonstrate fundamental customer service skills.
Technical Skills: A minimum typing speed baseline of 40 WPM with 90% or higher accuracy, alongside solid familiarity with MS Office and standard Windows operating environments.
Soft Skills: High emotional intelligence (EQ), active listening capabilities, sharp critical thinking, and the patience required to manage high-pressure customer service interactions with complete composure.

Taiwanese Speaking Customer Advisor (With Visa + Relocation Support)