Customer Service Associate (Vietnamese Speaker )

Title: Customer Service Associate (English speaker) Contract: 12 months Working hours: 9am – 6pm Location: Plaza33, Petaling Jaya (starting from February) Job description: 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. o 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 TikTok 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. 5. 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. 5. 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.