Mandarin Speaking Customer Support Representative (on-site)

Interested in starting a fulfilling career path in the fast-growing online travel and lifestyle sector? We are seeking driven, highly communicative Mandarin-Speaking Customer Success Specialists to join our dynamic team located in central Kuala Lumpur, Malaysia.

In this position, you will act as a key contact for our premier Digital Reservation & Travel Platform. You will assist international travelers and merchant partners across key Mandarin-speaking markets—simplifying booking workflows, resolving technical software issues, and providing exceptional customer support.

Core Responsibilities

In this customer success role, your daily duties will include:

• Multichannel Communication: Assist users and commercial partners via incoming calls, live chat, and email, conducting all interactions smoothly in Mandarin.
• Full-Cycle Reservation Management: Manage end-to-end booking needs, including itinerary updates, cancellation processing, and secure transaction handling.
• Partner Coordination: Collaborate with hotel management, local tour operators, and facility managers to fix booking discrepancies, organize custom arrangements, and verify real-time availability.
• Technical Assistance: Guide users through account setup, digital wallet tools, reward redemptions, and general application navigation.
• Problem Resolution: Apply strong empathy and composure to resolve customer concerns, turning challenging situations into positive brand experiences.
• Data & Records Management: Document clear, detailed notes on client inquiries, escalations, and system bugs in our English-based CRM platform.

Requirements & Candidate Profile

Language Skills

• Mandarin: Fluent or business-level mastery. Candidates must read and type proficiently in Simplified and/or Traditional Chinese characters.
• English: Minimum B2 level (Upper-Intermediate). Comfortable navigating English-based software, reading internal documentation, and communicating with international colleagues.

Education & Technical Skills

• Qualifications: Holds a Diploma or Bachelor's Degree in any discipline (degrees in Hospitality Management, Communications, or Linguistics are a plus).
• Experience: Prior experience in tourism or customer support environments is beneficial, but not required.
• Technical Ability: Proficient at dual-monitor multitasking, quick to learn new mobile applications, and able to maintain a typing speed of 40+ words per minute.
• Flexibility: Willingness to work a rotating shift schedule—including weekends and holidays—to support global client activity.

Compensation & Employee Benefits

Salary & Healthcare

• Competitive Earnings: A base monthly salary complimented by shift bonuses, language allowances, and attendance incentives.
• Performance Rewards: Monthly financial bonuses linked directly to performance metrics and productivity goals.
• Health Coverage: Premium medical, life, and surgical insurance starting from day one.
• Leave Entitlements: Paid annual leave, sick leave, and official public holiday coverage.

Workplace Culture & Career Growth

• Modern Office Space: Work from a corporate tower in Kuala Lumpur featuring comfortable break areas and collaborative workspaces.
• Career Advancement: Transparent pathways to transition into Team Management, Quality Control, Corporate Training, or Workforce Management within 12 to 18 months.
• Professional Development: Access to ongoing skills training, cross-functional projects, and leadership workshops.

Living & Working in Kuala Lumpur

As the vibrant capital of Malaysia, Kuala Lumpur blends rich cultural traditions with modern infrastructure, exceptional dining, and world-class shopping. Known as one of Southeast Asia's most affordable international hubs, it offers an incredible standard of living, convenient transit systems, and an ideal launchpad for exploring the region.