Customer Experience Specialist (Chinese Speaker)
Customer Experience Specialist (Chinese Speaker)
2 weeks ago Be among the first 25 applicants
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We're a leading, global security authority that's disrupting our own category.
Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers.
We help companies put trust - an abstract idea - to work.
That's digital trust for the real world.
Job Summary
The Customer Authentication department is responsible for conducting due diligence on customers applying for SSL and Code Signing digital certificates to secure websites and applications.
Due to the critical nature of the business, we provide 24x7 support in a follow the sun arrangement.
The Melbourne team primarily supports Asia Pacific but assists customers from all regions.
In this environment teamwork and collaboration is important to our success.
What you will do
To work in Customer Experience Specialist in DigiCert, you are required to pass an extended background check, which will be carried out throughout your tenure in the company, to ensure you maintain our required trusted employee status.
The Customer Service Specialist has two key areas of responsibility: customer authentication and customer service.
Review applications for digital certificates and decide if an applicant is eligible to receive the certificate by evaluating information on the organization.
This is achieved by following policy guidelines, and showing due diligence and care while reviewing documentation and customer information
Determine if customer's company is a legitimate legal business entity
Determine if customer's company has the legal right to use the internet domain name listed on the certificate signing request
Verify that a customer's named contacts are employed at customer's company and/or have the legal right to request and/or administer the digital certificate.
Utilize local knowledge of your supported country to mitigate risk while evaluating enrolments
Flag any suspicious applications with management
Failure to follow policy guidelines and due care while processing may result in a breach in security,



which may result in facilitating fraudulent activity on a customers' website, and cause damage to the DigiCert brand
Customer Service
Assist customers with any queries regarding their application via chat, email and phone
Work with the customer to ensure their applications meets our security requirements and find solutions when problems arise that delay issuance
Seek assistance from management and senior team members to resolve policy, process, and system issues
Build relationships with our customers to ensure customer loyalty.
To best assist customers develop a strong knowledge of DigiCert's products and customer portals
Additional Responsibilities
To help enhance the team's operational effectiveness and customer satisfaction, the team is encouraged to:
Participate in projects and system implementations
Continually look for ways to improve our operational effectiveness, including researching databases to assist us verify information
Be the voice of the customer and raise issues which impact customer satisfaction
Assist with mentoring new team members
Share your knowledge with the team
What you will have
Fluent in English and Chinese (Mandarin is essential and Cantonese is beneficial)
Excellent written and oral communication in native language and any language listed on CV (including English)
Diploma or bachelor's degree desirable, but not required
Experience in a policy / compliance role an advantage (banking, finance, fraud etc.)
Nice to have
Detail orientated and high level of accuracy
Strong PC skills and fast typing speed
Ability to multitask
Fast learner who is keen to continue learning and developing
Good interpersonal skills
Open to receiving and giving constructive feedback
Strong decision making, and problem-solving skills is required
Open to change – ability to work in a rapid paced, changing environment
Ability to perform under pressure to meet deadlines and targets
Ability to work as part of a team,



but also as a sole contributor within a team structure
Private Health Insurance
Employee Assistance Program
Education Support Program
Headspace membership
Novated Leasing
Life Insurance
Disability Insurance
Moving Leave
Paid Maternity/Paternity Leave
Flexible/Hybrid work environment
DigiCert offers a competitive benefits package for all of our full-time employees.
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Seniority level
Seniority level
Entry level
Employment type
Employment type
Full-time
Job function
Job function
Other
Industries
Technology, Information and Internet
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📌 Customer Experience Specialist (Chinese Speaker) (Melbourne)
🏢 Digicert
📍 Melbourne