Job Details

Company: Teleperformance Malaysia
TP Code: TP-AN-CSS-MN-001
Job Title: Customer Success Specialist-Mandarin Speaking
Location: Petaling Jaya

Job Highlights

Work Life Balance Environment
Young, energetic, and supportive team!
Diversified and inclusive culture
Medical Benefit with Language allowance
Shift: 9:00am to 6:00pm

Overview

So, what will you be doing as a Customer Success Specialist?

Are you eager to elevate your customer service skills to new heights? Picture yourself as a virtual teller, assisting individuals remotely at a local bank.

As a Customer Success Specialist, you'll assume a vital position in providing exceptional service by promptly addressing customer queries through various channels such as phone calls, chat, and email.

At our company, we value strong communication and exceptional customer service skills. You will have the opportunity to interact with customers from different parts of the world and provide them with an outstanding customer experience. You will work with a dynamic team of professionals who are dedicated to ensuring our customers are always satisfied.

This is a chance to not only practice your existing skills but to enhance them to deliver world-class service.

If you're passionate about customer service and ready to take on a new challenge, we want to hear from you.

Your Responsibilities

• Answer inbound calls in a timely and friendly manner

• Respond to queries sent through the bank's Contact Us inquiry form

• Reach out to customers for information/documents to support requests from KYC, AML, risk, and operations teams

• Conduct call backs with customers for transaction confirmations

• Resolve customers' queries and concerns with the aim of achieving first-call resolution

• Identify customers' needs, clarify information, evaluate problems raised by customers, and provide comprehensive answers and appropriate solutions

• De-escalate situations involving dissatisfied customers, offering patient assistance and support

• Introduce and educate customers on self-service/automated banking channels

• Guide callers through troubleshooting, navigating the company's site, or using products and services

• Provide information on the company's products or services and generate interest in the offerings

• Provide customer feedback to respective business partners to improve customer experience

• Act as the first point of contact for customer complaints at Level 1

• Complete call logs and reports, keeping records of all conversations in the call centre database in a comprehensible way

• Enhance customer loyalty by offering a proper telephone experience

• Perform specified KYC tasks where necessary

Your Qualifications:

• Minimum 1 year of experience in a bank or financial institution customer service environment

• Extensive banking knowledge and understanding of financial products and services

• Fluent in English and Mandarin languages, with excellent written and verbal communication skills

• Exceptional customer service skills, including active listening and the ability to provide effective solutions

• Professional and pleasant phone demeanor, with excellent phone communication skills

• Proven track record of consistently exceeding sales quotas and targets

• Proficiency in working with CRM systems and familiarity with industry best practices

• Strong customer focus and ability to adapt to different personality types

• Excellent multitasking abilities, adept at setting priorities and managing time efficiently

• Bachelor’s degree or higher in a relevant field (such as finance, business, or economics)

Who is Teleperformance Malaysia?

Teleperformance in Malaysia is a multilingual hub that supports services in more than 20 languages and dialects in Asia. Teleperformance Malaysia has seen rapid growth since its establishment in 2017 with 4 sites in Penang and Kuala Lumpur with more than 3,400 full-time employees today. Teleperformance in Malaysia is also Great Place to Work (GPTW) certified.

Why join us?

Looking for a company that puts the "fun" in "work"? We believe that work should be enjoyable and rewarding, which is why we strive to create a positive and supportive environment for our employees.

Our team is made up of talented and enthusiastic individuals who are passionate about what they do. We're always on the lookout for more awesome people to join us, and we're committed to building a diverse and inclusive team. Whether you're just starting out in your career or you're an experienced professional, we welcome anyone with big ambitions and a great attitude.

At Teleperformance, we understand that our employees are our greatest asset, which is why we offer a range of benefits to ensure that they feel valued and supported. Our benefits package includes Medical Insurance, paid vacation and sick leave, a 13th month bonus, performance incentives, and plenty of opportunities for learning and development. We believe in investing in our employees' futures, and we're committed to helping them grow and succeed.

So if you're looking for a company where you can have fun, be yourself, and achieve your goals, Teleperformance is the place for you. Join us today and see for yourself why we're one of the best companies to work for!

Click on apply now and let’s have a conversation.

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Customer Service- Mandarin Speaking (Banking)

About Teleperformance Malaysia