Customer Service Associate Sales (English)

Contract: 12 months

Working hours: 9am – 6pm

Location: Plaza33, Petaling Jaya (starting from February)

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:
2. Provide support through various channels, including online chat, emails, instant messaging, and phone calls.
3. 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.
4. Ensure clients receive the highest level of sales and operational customer service.
5. Research and compile advertiser requirements, provide guidance on best practices, and apply technology and product knowledge to address business needs.
6. Drive product adoption and educate clients from basics to best practices.
7. Drive advertiser communications and technical issue resolution by providing guidance and optimization suggestions through inbound and outbound calls.
8. Sales and Revenue Generation:
9. Promote advertising opportunities on TikTok products based on process and procedure.
10. Execute structured multi-channel outreach (call, email, instant messaging) with approximately 80+ interactions daily.
11. Target predefined lists of clients or company-sourced prospects, including decision influencers and limited business decision-makers.
12. Deliver client-defined messaging for consistent and repeatable execution. Focus on single offerings specific to the target audience.
13. Identify high-value opportunities and encourage advertisers to increase investment in advertising using the client’s platforms.
14. Operational Excellence:
15. Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
16. Liaise with cross-functional teams on structuring and executing operational and strategic services and programs.
17. Analyze the performance of priority accounts and create optimization actions, including account up-selling, creative tips, and bidding/budget/targeting recommendations.
18. Core Competencies:
19. Attention to Detail: Ability to quickly identify problems and provide solutions or escalate as needed, balancing customer satisfaction with service standards.
20. Customer-Centric: Maintain a positive and professional attitude towards customers, with sensitivity to their emotions.
21. Quality Focus: Initiate activities to enhance service quality and promote customer satisfaction, adhering to set qualitative and quantitative performance indicators.
22. Communication Skills: Strong written and verbal communication skills, using professional business language in English and targeted languages.
23. Sales Skills: Consistently execute core messaging strategy, navigate to decision makers, and establish clear next steps.
24. Industry Knowledge: Solid understanding of the target industry, able to deliver provided messaging on client solutions.

Qualifications:

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

Your application will include the following questions:

1. Which of the following statements best describes your right to work in Malaysia?
2. What's your expected monthly basic salary?
3. Which of the following types of qualifications do you have?
4. How many years' experience do you have as a Customer Service Associate?
5. Which of the following languages are you fluent in?
6. How would you rate your English language skills?
7. Do you have customer service experience?
8. Have you worked in a call centre before?