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Customer Support Specialist - Job Opportunity at TDCX

Hong Kong, HK
Full-time
Entry-level to Mid-level
Posted: March 14, 2025
Hybrid
HKD 216,000 - 300,000 annually based on Hong Kong market rates for entry to mid-level CX specialists in multinational BPO operations

Benefits

Competitive remuneration package with performance incentives positioning above industry average
Comprehensive medical, insurance, and social security coverage aligned with premium market standards
Modern, ergonomic workspace facilities exceeding typical BPO environments
Professional development program including expert mentorship and structured career advancement
Work-life balance support through flexible scheduling and remote options
Strategic location with public transport accessibility reducing commute burden
Employee engagement programs fostering team cohesion and recognition

Key Responsibilities

Drive customer experience excellence across multiple communication channels with strategic focus on first-contact resolution
Implement proactive problem-solving strategies to identify and address customer needs while maintaining service quality metrics
Collaborate with service partners and internal teams to ensure timely case resolution and process optimization
Contribute to continuous improvement initiatives through structured feedback on tools and procedures
Develop and maintain sustainable customer relationships through personalized engagement strategies
Support quality management system implementation and maintenance for organizational effectiveness

Requirements

Education

Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field

Experience

2 years preferred, fresh graduates considered

Required Skills

Strong time management skills Multi-tasking ability Customer service orientation Effective listening and empathy Professional phone etiquette Computer proficiency Excellent verbal and written communication in English Additional language skills for target market
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Sauge AI Market Intelligence

Industry Trends

Digital CX solutions are experiencing rapid growth in Asia-Pacific, with increasing demand for multilingual support capabilities to serve global markets BPO industry is shifting towards technology-enabled customer experience management, requiring higher skilled workforce and sophisticated problem-solving capabilities Growing emphasis on first-contact resolution and omnichannel support capabilities as customer experience becomes a key differentiator in digital services

Role Significance

Typically part of a 15-25 person customer support team within a larger CX delivery unit of 100+ professionals
Entry to mid-level position with significant customer impact and potential for rapid advancement in CX operations

Key Projects

Implementation of customer experience enhancement initiatives across digital channels Process optimization and automation projects to improve service delivery efficiency Quality management system maintenance and improvement programs

Success Factors

Strong adaptability to rapidly evolving technology platforms and customer service tools Excellence in cross-cultural communication and emotional intelligence Ability to balance efficiency metrics with high-quality customer experience delivery Proactive problem-solving mindset with focus on continuous improvement

Market Demand

High demand with strong growth trajectory due to digital transformation acceleration and Asia's expanding role in global customer experience delivery

Important Skills

Critical Skills

Digital literacy and adaptability to new technologies as role involves multiple platform interactions Advanced communication skills with emphasis on problem-solving and customer relationship management Cultural awareness and linguistic capabilities for international market support

Beneficial Skills

Knowledge of digital service platforms and e-commerce operations Understanding of quality management systems and continuous improvement methodologies Project management and process optimization capabilities

Unique Aspects

Strong focus on supporting new economy and digital-first companies, providing exposure to innovative business models
Comprehensive career development framework unusual in traditional BPO operations
Multi-market service delivery capability requiring cross-cultural competence

Career Growth

2-3 years typical progression to team leader role with demonstrated performance excellence

Potential Next Roles

Senior Customer Support Specialist Team Leader Quality Assurance Specialist Customer Experience Manager

Company Overview

TDCX

TDCX is a significant player in digital CX solutions, particularly strong in serving new economy companies and digital-first brands

Well-established regional leader in BPO services with strong presence in Asia-Pacific markets
Strategic Hong Kong operation serving as key hub for multinational client support
Performance-driven environment with strong emphasis on professional development and employee engagement
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