Taiwanese Speaking Customer Advisor (With Visa + Relocation Support)

Location: Penang, Malaysia (Georgetown / Bayan Lepas) 

Work Model: Remote for 1 month (visa onboarding phase), transitioning to 100% On-Site 

Schedule: 5-day work week (2 days off) | 

Rotating Shifts: Mon–Fri (9:00 AM – 10:00 PM), Sat–Sun (9:00 AM – 6:00 PM) 

Compensation: MYR 8,500 – MYR 8,900 per month (inclusive of language stipend)

Position Summary

Step into an exciting opportunity as a Customer Success Specialist, where you will serve as a foundational brand ambassador for a globally recognized e-commerce client. In this frontline role, you will deliver comprehensive, end-to-end customer care across both voice and digital channels, expertly guiding users through inquiries, resolving complex challenges, and consistently upholding our rigorous service quality standards.

Primary Responsibilities

• Customer Support: Assist global shoppers seamlessly via phone calls, live chat, and email correspondence regarding order tracking, payment processing, product specifications, and general platform navigation.
• Data Security: Handle sensitive payment transactions and confidential customer credentials with absolute care, ensuring full adherence to international privacy protocols and internal security guidelines.
• Issue Resolution: Neutralize customer friction points with professional poise, transforming challenging interactions into positive experiences to safeguard brand reputation and drive user retention.
• Escalations: Promptly identify intricate, technical, or high-priority tickets and route them accurately to specialized internal departments for rapid resolution.
• Process Enhancement: Partner closely with peers and leadership to streamline daily operational workflows, eliminate bottlenecks, and continuously elevate overall service delivery.
• Performance Metrics: Consistently achieve and surpass target key performance indicators (KPIs), quality assurance scores, and internal operational benchmarks.

Candidate Profile

• Mandatory Requirements:
  • Language Skills: Full professional fluency in spoken and written Taiwanese, accompanied by at least a B2-level proficiency in English for internal communication, training, and system use.
  • Education: Bachelor's Degree completed (this is a mandatory prerequisite for processing local Employment Passes and work visas).
  • Experience: A minimum of 6 months of customer-facing experience in any professional sector. Recent university graduates holding degrees in Mass Communications, English, or related disciplines are strongly encouraged to apply, provided they demonstrate fundamental customer service skills.
  • Technical Skills: A minimum typing speed baseline of 40 WPM with 90% or higher accuracy, alongside solid familiarity with MS Office and standard Windows operating environments.
  • Soft Skills: High emotional intelligence (EQ), active listening capabilities, sharp critical thinking, and the patience required to manage high-pressure customer service interactions with complete composure.