Mandarin-Speaking Customer Service Specialist (Local)

About the Role

We are looking for a Mandarin-Speaking Customer Service Specialist to join our dynamic team in Kuala Lumpur, Malaysia.

In this role, you will provide high-quality customer support in Mandarin and assist customers with a wide range of inquiries related to orders, deliveries, payments, products, and other general customer service matters. You will be responsible for delivering an excellent customer experience while ensuring that all interactions meet the required quality, accuracy, and customer satisfaction standards.

This opportunity is ideal for customer-focused and technology-oriented professionals who enjoy problem-solving, learning about new technologies, and working in a fast-paced environment.

Fresh graduates are welcome to apply. Previous call centre experience is not mandatory but will be considered an advantage.

Key Responsibilities

• Provide comprehensive customer service support in Mandarin through the assigned communication channels.
• Respond to customer inquiries related to:
  • Post-order support
  • Order status and changes
  • Product delivery and delivery timeframes
  • Payments
  • Product pre-orders
  • Product pre-screening calls
  • General product and customer service inquiries
• Assist customers by providing accurate and timely information regarding their orders and deliveries.
• Deliver high-quality and professional customer interactions in line with client standards and service expectations.
• Meet established quality requirements related to call monitoring, call audits, customer satisfaction, and overall service performance.
• Develop and maintain strong knowledge of all supported products, services, processes, and customer support procedures.
• Use analytical and troubleshooting skills to identify, investigate, and resolve complex customer and technical issues.
• Navigate multiple systems and tools efficiently to research customer inquiries and provide appropriate solutions in real time.
• Accurately record and update all required customer information in internal systems according to operational procedures and training guidelines.
• Ensure accuracy, innovation, professionalism, and quality in every customer interaction.
• Maintain a general understanding of the client's products, services, and position within the industry.
• Follow internal policies, operational procedures, and data-handling requirements.
• Manage workloads effectively while prioritizing customer needs and meeting performance expectations.

Candidate Requirements

• Mandarin: C1 proficiency is required.
• English: B2 proficiency is required, including reading, writing, speaking, and listening comprehension.
• Bachelor's Degree, Diploma, or equivalent qualification in any discipline.
• A minimum of 6 months of customer support experience in any industry is preferred.
• Fresh graduates with a relevant Degree, Diploma, or equivalent qualification are encouraged to apply.
• Previous experience in a call centre or contact centre environment is an advantage but not mandatory.
• Professional and/or personal experience in technical troubleshooting is highly desirable.
• Familiarity with mobile operating systems, smartphones, tablets, desktop computers, and laptops.
• Strong interest in technology and a genuine willingness to learn continuously.
• Ability to use analytical thinking and structured troubleshooting methods to identify and resolve complex technical issues.
• Confidence in working with multiple systems, applications, and digital tools simultaneously.
• Ability to work independently and manage responsibilities effectively in a fast-paced and demanding environment.
• Strong organizational, prioritization, multitasking, and time-management skills.
• Professional, positive, calm, and composed approach, including the ability to perform effectively under pressure.
• Open to feedback and coaching, with a willingness to learn and continuously improve.
• Strong problem-solving skills and a customer-focused mindset.

Working Schedule

• Rotational shifts covering a 24/7 operation
• 5 working days followed by 2 days off
• Flexibility is required to work rotating shifts, including evenings, nights, weekends, and public holidays, depending on operational requirements.

Compensation

• Gross monthly salary: Up to RM 4,500
• Salary package includes a language allowance