Customer Support Specialist - Cantonese Speaking

About the job:

Join a thriving SaaS startup that is experiencing rapid growth thanks to the support of renowned investors like Alibaba Entrepreneurs Fund and Tiger Global. Their mission is to revolutionize social commerce, and as a member of their team, you will have the opportunity to thrive alongside the company through equity options. If you're ready to take your career to the next level and assume a larger role, we look forward to meeting you!

Our client has developed an all-in-one Omnichannel Conversation Suite that drives conversions through conversations. Their platform seamlessly integrates with popular channels such as WhatsApp, Messenger, Instagram, WeChat, Email, and more, providing comprehensive communication solutions. With their customer engagement platform, both small merchants and large enterprises can automate growth by enhancing productivity across their sales, marketing, and support teams. As we aggressively expand into emerging markets, we seek adventurous, diverse, and passionate individuals to join their on this exciting journey.

Role

As a Customer Support Associate, you will provide direct customer support via phone, email, and chat to existing customers. You will collaborate with the sales and support teams to troubleshoot customer issues and ensure the best possible customer experience. Working on the front lines, you will provide real-time assistance to clients in need. The customer experience pain points you identify will inform product improvements and help optimize our platform for customers worldwide.

Level: Junior to Mid Level

Preferred Experience: Prior Experience in SaaS/Software Industry

Languages: English & Cantonese

Location: Kuala Lumpur, Malaysia

Responsibilities

• Complete a comprehensive training program to prepare for responding to live customer issues.
• Handle incoming inquiries via emails, calls, and chats in a professional manner.
• Use your deep product knowledge to resolve client-related issues.
• Communicate with Product, Sales, and Marketing teams to convey client feedback and sentiments.
• Maintain a good relationship with customers.
• Continuously document the details of each interaction for easy research of customer issues and to inform product improvements.

Skills and Qualifications

• Fluent in English and Cantonese
• Prior experience with CRM preferred.
• Ability to learn, adapt, and thrive quickly in a dynamic environment.
• Comfortable engaging with a diverse array of customers.
• Strong problem-solving and critical thinking skills with attention to detail.
• Excellent stakeholder management and communication skills (both written and verbal).
• Strong customer obsession attitude, with evidence of making independent and appropriate decisions for the customer.
• Proficient in computer skills, including CRM, Microsoft Word, PowerPoint, and Excel.
• A team player with the desire to try new ideas to achieve greater levels of success.

What We Offer

• Attractive compensation package, including a 13th-month salary.
• Stock options in a rapidly-growing startup.
• A fun, diverse, and international team culture.
• Comprehensive group medical insurance.
• Allowances for transportation, snacks, and team lunches.
• Paid leave on your birthday.
• Flexible work-from-home policy.
• Continuous and rigorous training from experienced team leads.

For more information feel free to reach out.