24/7 Customer Support Specialist

Our client delivers a cutting-edge LTE/5G wireless network solutions globally is seeking 24/7 Customer Support Specialist (Mandarin Speaker) in Malaysia!

If you are enthusiastic and professional and you’re passionate about providing exceptional customer experiences and thrive in a fast-paced environment, this role is for you!

What You’ll Do:

• Manage and support customer relationships, ensuring top-notch service and adherence to SLAs.
• Troubleshoot and diagnose SIM-related issues, providing 1st and 2nd line support.
• Handle customer requests and queries via phone, chat, and Zendesk.
• Perform basic SIMPro functions such as activations, cancellations, and bars.
• Liaise with networks to resolve first-line faults and escalate as needed.
• Log and triage queries efficiently using Zendesk and SIMPro chat.
• Offer internal operational support to connect customers with other service teams.
• Communicate effectively during P0-P4 incidents using SIMPro or Zendesk tools.
• Assist with customer satisfaction escalations and deep dives.
• Keep the IoT SIM provisioning system (SIMPro) updated and accurate.
• Identify and implement continuous improvement initiatives.
• Support new product readiness through training and process development.
• Perform ad hoc duties as required, interfacing with colleagues, suppliers, and industry specialists.

What We’re Looking For:

• Excellent verbal and written communication skills in English and Mandarin.
• Exceptional attention to detail and organizational skills.
• Ability to work independently and manage time effectively.
• Proficiency in Excel, PowerPoint, and Word.
• Enthusiastic and proactive problem-solving skills.
• Confidence in knowledge transfer to customers and colleagues.
• Ability to thrive in a fast-paced environment and tackle challenges head-on.
• A team player with a customer-first mindset, willing to go the extra mile.

24/7 Customer Support Specialist Job – Apply now!

Ready to make an impact and be part of a team that’s redefining the wireless world? Click apply to submit your application or contact Cristina Salas on +60127894603 for a confidential discussion or to explore other tech roles in Malaysia.

We’re proud to have won the 2023 HR Vendors of the Year awards for Best Executive Search Firm, Best Mid-Management Recruitment Firm, Best Recruitment Outsourcing Partner, and Leader of the Year for Ruby Celine, Salt Malaysia Country Director.

At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.