CX Associate (Mandarin / English)
A
Anavah TalentTelecommunications
Federal Territory of Kuala Lumpur, Malaysia. Penang, Malaysia. Johor Bahru, Johor, Malaysia. Ipoh, Perak, Malaysia. Malacca, Malacca, Malaysia. Petaling Jaya, Selangor, Malaysia, Substantial overlap with U.S. CDT (UTC-5); 5AM to 1PM China Time (UTC+08:00)Full-TimeMiddle
Salary11 USD per hour
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Job Details
- Languages
- Proficiency in English (at least C1 level); Proficiency in Mandarin (at least C1 level)
- Experience
- 2-6 years in a leadership position for operations and customer support
- Required Skills
- LeadershipOperations ManagementGoogle SheetsCustomer support
Requirements
- 2-6 years of experience in a leadership position for operations and customer support.
- Strong familiarity with customer support and operations, preferably in the telecom sector.
- Proficiency in English (at least C1 level) with excellent written and verbal communication skills.
- Proficiency in Mandarin (at least C1 level) with excellent written and verbal communication skills.
- Demonstrated ability to lead, problem-solve, and think analytically.
- Bachelor Degree or higher.
- Familiarity with systems like ZoHo, Intercom CX, and Google Sheets is preferred.
- Experience resolving port-in issues with telecom customers is a plus.
- Team Lead experience in the Telecommunications or IT Services space is preferred.
Responsibilities
- Help lead a customer support and operations team, ensuring efficient process management and development of operational strategies to service TeleCom customers.
- Act as the point of contact for both Mandarin and English-language escalated customer support inquiries, overseeing resolution and maintaining high service standards.
- Enhance an internal operations dashboard to streamline workflows and improve visibility across teams.
- Collaborate closely with the U.S.-based VP of Customer Support, engineers, and other CX teammates to align operational activities with business objectives.
- Refine SOPs to ensure clarity, efficiency, and compliance across all operational procedures.
- Optimize the use of operational systems such as ZoHo, Intercom CX, and Google Sheets.
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