Bilingual Customer Service Executive (Social Media)

To cope with our rapid growth of HQ in Hong Kong and offices in Singapore and NZ, we are looking to set up our Customer Service team in Malaysia. We are seeking for candidates with high calibre to assist us in building our Customer Service team within an extremely innovative and exciting digital marketing company.

Responsibilities

1. Handle customer inquiries and complaints received via social media channels in an efficient and professional manner.
2. Manage inquiries from multiple brand accounts simultaneously, mainly for food and beverage accounts.
3. Keep records of customer interactions, inquiries, and actions taken.
4. Escalate potential complaints and relevant cases to designated parties.
5. Work closely with internal and external parties to resolve issues in a timely manner.
6. Prepare related reports for analytical purposes.
7. Prepare, maintain, and update the CS FAQ, workflow documents, and guidelines.
8. Manage any ad hoc duties as assigned by the supervisor.

Requirement

1. High level of proficiency in written and spoken English and Cantonese.
2. Minimum of 3 years of working experience in customer service/handling social media platforms.
3. Strong familiarity with the business applications of social media platforms (Facebook, Instagram, Weibo, WeChat, etc.).
4. Proficiency in PC skills, including MS Office and traditional Chinese typing (繁體中文打字).
5. Strong writing and editing skills, attention to detail, and ability to work independently.
6. Excellent problem analysis and problem-solving skills.
7. Candidates fluent in Cantonese and Mandarin are preferred, as the role requires dealing with Hong Kong clients.
8. Able to start work immediately or with short notice is preferred.
9. Weekend shift duty is required, including Saturdays, Sundays, and Public Holidays.
10. 5 working days per week (normal working hours).

Please click "Apply Now" to submit your application including your present & expected salary.

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