Specialist - Social Media

Responsibilities

Provide Technical Support for HONOR smartphones and other devices such as tablets, PCs, Modems, etc via non‑voice channels such as chat, social media, and email platforms.

Mainly handles and answers user questions, complaints and inquiries.

Escalates technical problems / complaints that cannot be resolved within SLA to relevant teams.

Performs systematic tracking of escalated problems until they are closed.

Able to effectively provide Customer solutions with cross‑sell and upsell opportunities based upon Customer needs.

Able to communicate and adapt to different types of customers.

Responds to customer and seller inquiries regarding online merchandise or service orders through Inbound Chat.

Assists customers and sellers with product selection, answers basic pre‑sales questions, and suggests various product options that are available.

Qualifications

Graduates from college or above, related professional background in electronics, communications, economics, e‑commerce, management, etc.

Excellent command of spoken and written English.

Able to communicate natively in Bahasa Malaysia.

Mandarin language is an added advantage.

At least 6 months’ customer service‑related work experience, preferably in a contact centre environment.

Basic understanding of mobile phone (Android) troubleshooting is required.

One (1) year of experience in the escalation team for mobile phones / PC technical support or experience in repairing mobile phones / PC is an added advantage.

Must have basic knowledge of products being sold on E‑Commerce platforms such as Lazada, Shopee, Tik Tok Shop, etc.

Having e‑commerce working experience will be an added advantage.

Benefits & Compensation

• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

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