{"id":2694221,"url":"https://alion.io/job/tp-digital-customer-expert-mandarin-work-from-home","title":"Digital Customer Expert - Mandarin (Work from Home)","company":{"id":7921,"name":"TP","domain":"tp.com","url":"https://alion.io/company/tp","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T09:42:48Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-20T08:29:39Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Overview\nWe’re looking for a Digital Customer Expert to join our team! In this role, you’ll be the go-to person for customers across phone, chat, and email. You’ll handle inquiries with empathy and professionalism, while ensuring policies and security standards are met. This is a dynamic role that requires problem-solving, adaptability, and confidence in decision-making.\nQualifications\nCompetencies: Confidence in delivering decisions and explaining policies, patience in listening to and conveying client's message, and strong people skills including communication and emotional intelligence.\nSoft Skills: Voice tone control, adaptability to different customers and cultures, resiliency to handle stress and pressure, curiosity with a learner's mindset, ownership to drive resolution, and drive to achieve targets/KPIs.\nProcess Compliance: Strict adherence to procedures, minimizing errors, and consistently following policies, processes, and regulatory compliance requirements.\nWork from Home Requirements: Self-discipline to stay motivated, technical skills to troubleshoot company equipment, and meeting minimum internet speed requirements.\nCultural Fit: Understanding of the contact center environment, willingness to work in shifts, and adherence to schedule.\n Language Proficiency: Proficiency in the system/tools usage language (English) and cultural knowledge of the region/country serviced.\nAssessment Requirements: Typing speed and accuracy, IT skills, numerical skills, and channel-specific skills such as call flow control for phone, grammar proficiency for chat and email, and the ability to handle multiple chat interactions simultaneously.\nResponsibilities\nChannels: Handling customer interactions through phone, chat, email, and occasionally blended channels based on business needs.\nEnvironment: Focusing on policy enforcement, site security, risk assessment, and investigative work. This role involves dealing with sensitive topics and making decisions based on policies.\nTypical Contacts: Managing issues related to account takeovers, transaction holds, selling limits, selling performance, account suspensions, account restrictions, listing removals, and appeals of decisions made.\n Success Metrics: Key performance indicators include resolution, average handling time (AHT), transfer rate, customer satisfaction (C-Sat), recontact rate, schedule adherence, time to proficiency (T2P), guided judgment acceptance rate, and compliance and procedure adherence.","description_format":"text","description_chars":2481,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-16T09:42:48Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":22,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tp-digital-customer-expert-mandarin-work-from-home","json_url":"https://alion.io/job/tp-digital-customer-expert-mandarin-work-from-home.json","meta":{"generated_at":"2026-10-20T08:53:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9749,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7921},"rest":"https://alion.io/mcp/rest/get_company?id=7921"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftp-digital-customer-expert-mandarin-work-from-home"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftp-digital-customer-expert-mandarin-work-from-home"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftp-digital-customer-expert-mandarin-work-from-home"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tp-digital-customer-expert-mandarin-work-from-home\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftp-digital-customer-expert-mandarin-work-from-home"}]}