Adecco Hiring! Full Time Customer Service Representative (Mandarin Speaker) - Contract in Selangor - Ricebowl

Position: Customer Service Representative (Sales) (Mandarin)

Industry: Digital Advertising/Technology

Working Duration: 12 months contract under ADECCO (Renewable based on business needs)

Working Location: Sunway Pinnacle

Working Day/Hours: Monday - Friday, 9AM - 6PM or 10AM - 7PM (Work hours will depend on the market supports)

Salary: Basic up to RM 5,450 (Based on the skills & experience) with statutory contribution + leave entitlement + medical insurance

We are seeking a knowledgeable and passionate individual to join our team as a Customer Service

Representative with a focus on sales. The ideal candidate will have a strong understanding of

leading social media products and community standards, along with excellent interpersonal,

verbal, and written communication skills. Empathy and a customer-centric approach are essential.

Key Responsibilities

1. Customer Support

• Provide support through various channels, including online chat, emails, instant messaging, and phone calls.
• Act as a point of contact to provide consultative support on advertisers' and agencies’ accounts.
• Troubleshoot and resolve complex cases, ensuring high levels of customer satisfaction.
• Ensure clients receive the highest level of sales and operational customer service.

2. Advertiser Engagement

• Research and compile advertiser requirements, provide guidance on best practices, and apply technology and product knowledge to address business needs.
• Drive product adoption and educate clients from basics to best practices.
• Drive advertiser communications and technical issue resolution by providing guidance and optimization suggestions through inbound and outbound calls.

3. Sales and Revenue Generation

• Promote advertising opportunities on 'social media' products based on process and procedure.
• Execute structured multi-channel outreach (call, email, instant messaging) with approximately 80+ interactions daily.
• Target predefined lists of clients or company-sourced prospects, including decision influencers and limited business decision-makers.
• Deliver client-defined messaging for consistent and repeatable execution.
• Focus on single offerings specific to the target audience.
• Identify high-value opportunities and encourage advertisers to increase investment in advertising using the client’s platforms.

4. Operational Excellence

• Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
• Liaise with cross-functional teams on structuring and executing operational and strategic services and programs.
• Analyze the performance of priority accounts and create optimization actions, including account up-selling, creative tips, and bidding/budget/targeting recommendations.

Qualifications

• Strong background or interest in the customer service industry with exposure to cross-selling, inside sales, retention, or marketing.
• Strong understanding of social media platforms and features. Past experiences with social media organizations are a plus.
• Must be IT savvy and familiar with Microsoft and Google tools and applications.
• Language proficiency in English (default) and targeted language must be B2 and/or above.
• Minimum certification of a college degree in any discipline.
• Any additional certifications or achievements are a plus.

Core Competencies

• Attention to Detail: Ability to quickly identify problems and provide solutions or escalate as needed, balancing customer satisfaction with service standards.
• Customer-Centric: Maintain a positive and professional attitude towards customers, with sensitivity to their emotions.
• Quality Focus: Initiate activities to enhance service quality and promote customer satisfaction, adhering to set qualitative and quantitative performance indicators.
• Communication Skills: Strong written and verbal communication skills, using professional business language in English and targeted languages.
• Sales Skills: Consistently execute core messaging strategy, navigate to decision-makers, and establish clear next steps.
• Industry Knowledge: Solid understanding of the target industry, able to deliver provided messaging on client solutions.

If you are interested to apply, please forward your latest resume to *************

Subject: Job Application – Customer Service Representative (Sales)