WeChat - Customer Service Specialist (3rd Party Contract - 1 Year Renewable)

About Tencent

Tencent is an Internet-based platform company founded in Shenzhen, China, in 1998. We use technology to enrich the lives of Internet users and assist the digital upgrade of enterprises. Our mission is Value for Users, Tech for Good. We embrace a culture of teamwork & creativity and are driven by our values - Integrity, Proactivity, Collaboration and Creativity.

We are rapidly expanding our international operations and are looking for top talent to propel us forward. Combining the results-oriented nature of a start-up with the resources of a profitable and leading Internet company, Tencent offers a unique opportunity for aspiring individuals to thrive.

About WeChat

With over 1.3 billion users worldwide, WeChat is changing the mobile landscape by connecting people, services, and businesses in China and around-the world. The WeChat team in Singapore is responsible for managing and growing our core product including messaging and social networking for users around the world.

Join the WeChat team and play an impactful role in keeping people around the world connected, help redefine how people use their mobile devices to communicate and interact online and to better understand user behaviour and preferences of users.

Responsibilities

• Provide timely and professional customer support via phone calls and email;
• Communicate fluently in Mandarin, English, and Cantonese with customers from different regions;
• Accurately log and follow up on customer feedback and issues to ensure resolution;
• Assist in maintaining and improving the internal knowledge base and workflows;
• Collaborate with internal teams (e.g., product, technical) to resolve customer concerns efficiently;
• Work in rotating shifts, including weekends and public holidays;
• Perform other customer service-related tasks as assigned by the supervisor.

Requirements

• SPM or above; 1+ years of experience in customer service preferred;
• Fluent in Mandarin, English, and Cantonese, both spoken and written;
• Strong communication skills with a customer-first mindset;
• Able to work well under pressure and in a fast-paced environment;
• Quick learner with the ability to adapt to changing tools and procedures;
• Willing and able to work on a rotational shift schedule, including evenings and holidays;
• Strong sense of responsibility and a good team player;
• Proficient in MS Office; experience with CRM systems such as Zendesk is a plus.

Shift Patterns

• 9am-6pm
• 1pm-10pm
• 2 off day per week, required to work during PH include CNY
• Any work done on PH will be reimbursed by replacement leave