Mandarin Speaking Customer Advisor (on-site)

Are you eager to launch a dynamic career in the booming digital travel and lifestyle sector? We are actively seeking energetic, communication-driven Mandarin-Speaking Customer Success Specialists to join our multicultural corporate hub in the heart of Kuala Lumpur, Malaysia.

In this position, you will serve as a vital link for our flagship Reservation App Project, resolving inquiries for global users and premium merchants across key Mandarin-speaking regions. Your goal will be to simplify booking management, troubleshoot technical platform issues, and ensure a world-class user experience.

No prior industry experience? Don't worry. We provide a fully compensated, 4-week onboarding and training academy to give you all the tools, system knowledge, and product insights you need to excel. Whether you are a recent graduate eager to work in an international setting or a professional looking to transition into tech-hospitality, we welcome your application.

Core Responsibilities

As a Customer Success Specialist, your day-to-day duties will include:

• Multichannel Communication: Engaging with users and business partners via inbound calls, live web chat, and email correspondence exclusively in Mandarin.
• Reservation Lifecycle Support: Managing end-to-end booking requests, coordinating cancellations or scheduling modifications, and resolving payment gateway errors.
• Merchant Relations: Partnering directly with vendors, hoteliers, and venue managers to settle disputes, accommodate special guest requests, and align system availability.
• App Troubleshooting: Assisting users with profile configuration, digital wallet navigation, loyalty reward redemptions, and basic software inquiries.
• Conflict Resolution: Handling customer pain points with professionalism and emotional intelligence, transforming challenging situations into loyal brand experiences.
• System Logging: Documenting service requests, escalations, and technical bugs meticulously within our English-based CRM database.

Candidate Requirements

Language Proficiency

• Mandarin: Native or business-level fluency (spoken). Candidates must be adept at reading and typing in Simplified and/or Traditional Chinese characters for all digital text communications.
• English: Minimum B2 level (Upper-Intermediate). You must be comfortable navigating English software systems, understanding corporate documentation, and collaborating with non-Mandarin speaking colleagues.

Education & Skillset

• Qualifications: A Diploma or Bachelor's Degree in any discipline (graduates from Hospitality, Languages, or Communications fields are highly encouraged to apply).
• Experience Level: Background in a call center or hospitality setting is an advantage, but not a requirement.
• Technical Aptitude: Comfort operating multiple monitor screens simultaneously, learning new mobile app environments quickly, and maintaining a typing speed of 40+ WPM.
• Flexibility: Willingness to work on a rotational shift schedule (including weekends and public holidays) to match global user traffic.

Compensation & Corporate Benefits

Financial & Well-being Perks

• Competitive Base Salary: Excellent monthly fixed income supplemented by language premiums, shift allowances, and attendance bonuses.
• Performance Incentives: Monthly KPI bonuses based on service quality and productivity metrics.
• Medical Benefits: Comprehensive Health, Life, and Surgical Insurance coverage starting from day one.
• Paid Time Off: Standard annual leave, medical leave, and statutory holiday allowances.

Relocation Support (For Candidates from China)

To ensure a smooth transition to Malaysia's capital city, we provide a comprehensive relocation program for international hires:

• Employment Visa Sponsorship: Full administrative and financial coverage of your Malaysian Employment Pass.
• Air Travel: Paid one-way flight ticket from your home airport directly to Kuala Lumpur.
• Initial Housing: 30 days of complimentary accommodation in a serviced apartment/hotel upon arrival.
• Settling-In Allowance: Cash assistance to ease your initial local living setup.
• Logistics Assistance: Dedicated HR arrival coordinators to assist with airport pickup, local SIM cards, and setting up a Malaysian bank account.

Professional Development & Culture

• Modern Office Infrastructure: Work from a state-of-the-art office tower in Kuala Lumpur, featuring open-plan layouts, employee lounges, and premium breakout areas.
• Fast-Track Career Mobility: Structured promotion tracks into Quality Assurance, Team Leadership, Workforce Management, or Corporate Training roles within 12 to 18 months.
• Skill Enhancement: Continuous access to soft-skills workshops, cross-functional projects, and global leadership development tracks.

Why Choose Kuala Lumpur?

As the vibrant capital of Malaysia, Kuala Lumpur perfectly merges historic cultural charm with futuristic skyscrapers, world-class shopping malls, and an incredible food scene. It stands out as one of Southeast Asia's most affordable yet cosmopolitan capitals, offering expatriates a high standard of living, seamless public transit, and a central travel hub to explore the rest of Asia.

Application Instructions

To apply, please submit your updated resume in English by clicking the "Apply Now" button. Shortlisted applicants will receive an invitation via email for an initial phone screening and a virtual language proficiency assessment.