Job Summary: The Client Service Associate will provide support to advertisers worldwide through email, chat, and callbacks.
The ideal candidate will ensure exceptional customer service, adhere to established processes, and manage escalations effectively.
This role requires fluency in English, Mandarin, and Bahasa Malay to support diverse customer needs.
Key Responsibilities: Customer Interaction: Respond to customer inquiries via email, chat, and callbacks promptly and professionally. Understand customer needs and provide appropriate resolutions or escalate issues to the relevant support channels. Escalation Management: Handle customer escalations efficiently, ensuring they are tracked, documented, and resolved as per company procedures. Follow escalation protocols and ensure timely resolution of complex issues. Process Adherence: Accurately follow documented call flows, work processes, data entry requirements, and complaint management protocols. Ensure compliance with service level agreements (SLAs) to meet performance standards. Customer Service Excellence: Exhibit a customer-first mindset, ensuring satisfaction through friendly, polite, and effective communication. Provide professional, competent, and empathetic customer service at all times. Multilingual Communication: Fluently read, write, and speak in English and the required native language(s) (Bahasa Malay and Mandarin). Qualifications and Skills: Fluency in Bahasa Malay, English, and Mandarin (spoken and written). Strong customer service orientation with a focus on customer satisfaction. Effective communication skills, both verbal and written, with a polite and professional demeanor. Ability to handle escalations and manage difficult situations calmly and efficiently. Strong attention to detail and adherence to processes. Experience in customer service, call centers, or a related field is a plus. About VDart: We are a rapidly expanding global technology services and consulting firm with a team of over 4000 talented associates specializing in various areas such as system integration; digital - engineering, platforms, solutions and transformation; blockchain; identity and access management (IAM); custom software development; data sciences, and talent management.
VDart was established in 2007, and our global headquarters are located in Atlanta, GA, USA.
We operate in multiple countries, including Canada, Mexico, Costa Rica, Belgium, the UK, Australia, UAE and India.
As part of our growth strategy, we have recently initiated operations in Malaysia, where VDart Malaysia Sdn Bhd will serve as our regional headquarters for the ASEAN region.
Our commitment is to bring world-class technology and create a strong digital talent pool in emerging technologies, contributing to the transformation of how businesses leverage technology in Malaysia and the ASEAN region.
Across the globe, we serve several Fortune 500 companies from various industries and collaborate with industry leaders in cloud, intelligent automation, IoT, customer experience, and security solutions.
Our distinct digital practices help our customers and partners envision tomorrow by reimagining their businesses today