job description
Join IntouchCX as a Bilingual Customer Support Specialist in beautiful Bali! Weâre seeking passionate, multilingual professionals to deliver exceptional customer service to our global clientele. This role offers the unique opportunity to work in a dynamic, international environment while enjoying Baliâs vibrant culture and work-life balance.
As a key member of our customer experience team, youâll serve as the first point of contact for customers, resolving inquiries with empathy, efficiency, and fluency in multiple languages. Your ability to communicate clearly and build rapport will directly impact customer satisfaction and brand loyalty.
IntouchCX is a leader in outsourced customer experience solutions, partnering with top global brands. We invest in our teamâs growth, offering competitive compensation, training, and career advancement opportunities in a supportive, inclusive workplace.
If youâre a proactive problem-solver with a passion for service excellence and thrive in a multicultural setting, weâd love to hear from you!
Responsibility
- Provide high-quality, multilingual customer support via phone, email, and chat, ensuring timely and accurate resolutions.
- Handle customer inquiries, complaints, and requests with professionalism and empathy, maintaining a customer-first mindset.
- Document all interactions in CRM systems with detailed, accurate notes for follow-up and reporting.
- Collaborate with cross-functional teams to escalate complex issues and ensure seamless issue resolution.
- Meet and exceed performance metrics (e.g., response time, CSAT scores, first-contact resolution).
- Stay updated on product knowledge, company policies, and industry trends to provide informed, up-to-date support.
- Identify recurring customer pain points and suggest process improvements to enhance service quality.
- Uphold data privacy and security standards in all customer interactions.
Qualifications
- Fluency in English and at least one other language (e.g., Mandarin, Japanese, Spanish, French) with excellent written and verbal communication skills.
- Minimum 1-2 years of experience in customer service, call centers, or related roles.
- Strong problem-solving and conflict-resolution skills with a customer-centric approach.
- Proficiency in CRM software (e.g., Zendesk, Salesforce) and Microsoft Office tools.
- Ability to work flexible shifts, including weekends or holidays, as needed.
- High attention to detail and ability to multitask in a fast-paced environment.
- Demonstrated teamwork and adaptability in multicultural settings.
- Bachelorâs degree or equivalent experience preferred but not required.