Position: Customer Service Representative (Sales) - Indonesian/Japan/Korean/Thai/Filipino/Vietnamese
Industry: Digital Advertising/Technology
Working Duration: 12 months contract under ADECCO (Renewable based on business needs)
Working Location: KL
Working Day/Hours: TBC
Salary: Range from RM 4,850 - 10,000 (Based on the language market & experience) with statutory contribution + leave entitlement + medical insurance
We are seeking a knowledgeable and passionate individual to join our team as a Customer Service
Representative with a focus on sales. The ideal candidate will have a strong understanding of
leading social media products and community standards, along with excellent interpersonal,
verbal, and written communication skills. Empathy and a customer-centric approach are essential
Key Responsibilities
1. Customer Support
- Provide support through various channels, including online chat, emails, instant messaging, and phone calls.
- Act as a point of contact to provide consultative support on advertisers and agencies accounts.
- Troubleshoot and resolve complex cases, ensuring high levels of customer satisfaction.
- Ensure clients receive the highest level of sales and operational customer service.
2. Advertiser Engagement
- Research and compile advertiser requirements, provide guidance on best practices, and apply technology and product knowledge to address business needs.
- Drive product adoption and educate clients from basics to best practices.
- Drive advertiser communications and technical issue resolution by providing guidance and optimization suggestions through inbound and outbound calls.
3. Sales and Revenue Generation
- Promote advertising opportunities on social media products based on process and procedure.
- Execute structured multi-channel outreach (call, email, instant messaging) with approximately 80+ interactions daily.
- Target predefined lists of clients or company-sourced prospects, including decision influencers and limited business decision-makers.
- Deliver client-defined messaging for consistent and repeatable execution.
- Focus on single offerings specific to the target audience.
- Identify high-value opportunities and encourage advertisers to increase investment in advertising using the client's platforms.
4. Operational Excellence
- Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
- Liaise with cross-functional teams on structuring and executing operational and strategic services and programs.
- Analyze the performance of priority accounts and create optimization actions, including account up-selling, creative tips, and bidding/budget/targeting recommendations.
Qualifications
- Strong background or interest in the customer service industry with exposure to cross-selling, inside sales, retention, or marketing.
- Strong understanding of social media platforms and features. Past experiences with social media organizations are a plus.
- Must be IT savvy and familiar with Microsoft and Google tools and applications.
- Language proficiency in English (default) and targeted language must be B2 and/or above.
- Minimum certification of a college degree in any discipline.
- Any additional certifications or achievements are a plus.
Core Competencies
- Attention to Detail: Ability to quickly identify problems and provide solutions or escalate as needed, balancing customer satisfaction with service standards.
- Customer-Centric: Maintain a positive and professional attitude towards customers, with sensitivity to their emotions.
- Quality Focus: Initiate activities to enhance service quality and promote customer satisfaction, adhering to set qualitative and quantitative performance indicators.
- Communication Skills: Strong written and verbal communication skills, using professional business language in English and targeted languages.
- Sales Skills: Consistently execute core messaging strategy, navigate to decision-makers, and establish clear next steps.
- Industry Knowledge: Solid understanding of the target industry, able to deliver provided messaging on client solutions.
If you are interested to apply, please forward your latest resume to [Confidential Information]
Subject: Job Application – Customer Service Representative (Sales)
