Mandarin & Cantonese-Speaking Customer Service Representative

About the Role

We are looking for a Mandarin and Cantonese-speaking Customer Service Representative to join an international customer support team in Kuala Lumpur, Malaysia.

In this role, you will support a reservations-related project and provide high-quality assistance to customers through phone, email, and fax. You will handle pre- and post-reservation inquiries, process reservation changes and cancellations, coordinate special requests, and act as a liaison between guests and hotels.

The ideal candidate is customer-oriented, communicative, responsible, and comfortable working in a fast-paced environment. Previous experience in customer service, the hospitality industry, online services, or reservation support will be considered an advantage.

Key Responsibilities

• Provide professional customer support for pre- and post-reservation inquiries via phone, email, and fax.
• Respond efficiently and accurately to customer requests and reservation-related questions.
• Process modifications, changes, and cancellations for existing reservations.
• Make outbound calls to hotels and guests to coordinate and arrange special requests.
• Act as a liaison between guests and hotels to resolve complaints and service-related issues effectively.
• Maintain strong professional relationships with hotels by providing excellent customer service and account support.
• Ensure all customer interactions are handled professionally, accurately, and in line with quality standards.
• Identify customer needs and provide appropriate solutions while maintaining high customer satisfaction.
• Follow established procedures, service guidelines, and performance targets.
• Maintain accurate records of customer interactions and completed actions.
• Adapt to operational changes and rotating shift schedules based on business requirements.

Candidate Requirements

• Fluent communication skills in Mandarin and Cantonese are essential.
• Excellent communication skills in English.
• Strong verbal and written communication abilities.
• Previous experience in Customer Care, Customer Service, Reservations, Hospitality, Hotels, or Internet-related services is preferred.
• Strong commercial awareness and an understanding of customer needs.
• Excellent problem-solving and conflict-resolution skills.
• A strong sense of responsibility, professionalism, and ownership.
• Customer-focused, patient, and solution-oriented approach.
• Ability to work independently while contributing effectively to a team.
• Comfortable working in a dynamic and fast-paced environment.
• Flexibility to adapt to changing schedules and monthly shift rotations.

Working Schedule

• 5 working days per week
• Rotating morning and afternoon shifts
• Operations run from Monday to Sunday
• Shift hours are scheduled between 9:00 a.m. and 9:30 p.m.
• Shift schedules may change based on operational and business requirements.

Compensation and Benefits

• Gross monthly salary: RM 4,000 – RM 4,500
• Monthly KPI performance bonus: Up to RM 700
• 13th-month salary
• Opportunity to work in an international and multicultural environment
• Professional development and career growth opportunities