For Thai candidate, client expecting him/her to support additional language either Viet or Khmer.For this role you will be working on the payroll of Terrabit consulting and will be deployed at an client for 1 year project/contract., may be extendable on yearly basis.
The responsibility of the Customer Support Specialist is to quickly identify the problem and provide solution or make escalation in a timely manner within established deadlines, keeping the balance between customer satisfaction and the service quality.
Call, Emails, Live Chat Management
Provide support through a variety of channels, including online chat, emails, instant messaging, and phone calls.
Daily management of SMB customers enquiries advertising on Client's platforms, provide account setup guidance, account optimization advice and suggestion (call, email, chat) outreach cadence, high volume 80+ daily.
Collect advertiser requirements, provide guidance on best practices and apply technology and product knowledge to address advertiser's business needs.
Act as point of contact to provide consultative support on agencies and advertisers accounts.
Drive advertiser communications and technical issue resolution, aiming to achieve high level of customer satisfaction.
Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
Educate advertisers on product usage, from the basics to best practices.
Troubleshoot and resolve complex cases.
Answer advertiser questions online; provide account setup guidance and simple optimization suggestions for high-potential advertisers through outbound calls if needed, as well as reach out to problematic advertisers via telephone to provide solutions.
Promoting advertising opportunities on in-scope TikTok products-based agreed scripts and scenarios.
Required to work on Public Holiday, Weekends, and rotational shift depending on operation needs.
Maintaining the quality of the provided services by initiatives to enhance activities and to promote customer satisfaction with the set qualitative and quantitative performance indicators.
Concern for maintaining the quality of the provided services by initiatives to enhance activities and to promote customer satisfaction with the set qualitative and quantitative performance indicators;
Has excellent oral and written communication skills.
Good in problem solving skills. Ability to quickly identify the problem and provide solution or make escalation, keeping the balance between customer satisfaction and the service quality;
) Able to present information in a concise and factual manner.
Able to provide timely, and quality customer service. Spontaneously interacts with
the customer in real time.
Pays attention to details and learns from every interaction.
Adaptability: Work in a fast-paced environment and embrace change as an opportunity to step outside your comfort zone by gaining new experiences and developing abilities to be resourceful and independent.
8) A positive and professional attitude towards customers, sensitivity to customer emotion; Has self-control even when customers don't.
Goal Metrics & KPIs:
First contact resolution, response & resolution time within predefined KPI/SLA. Achieve targeted Customer Satisfaction & Quality Audit scores set by operation team.
Activities (# of tickets, calls, chats), Handling Time, adherence to attendance and scheduling.
Experience - Minimum one year Customer Service experience with Digital Marketing is preferred.
Tools/Systems Fluency with basic productivity tools (Outlook, Ticket Management, Web Conferencing tools and experience using CRM systems strongly preferred.
Language Requirements: B2 or C1 proficiency level of the target language as defined below, with additional knowledge of English considered as a plus. In order to proceed, please fill up the below table and revert back. Full name as per NRIC/ Passport
Residence location in Malaysia (Malaysia, area)
Notice period with current employer
Earliest Onboarding Date
Total years of experience
Years of relevant experience
Summary of related experience
Ph. +601112836449 Plaza Sentral, 3B-2-5, Jalan Stesen Sentral 5, Kuala Lumpur, Malaysia 50470 ✆ 03-2272 2136