Mandarin Speaking Customer Advisor (on-site)

Are you passionate about the fast-paced world of travel, dining, or tech booking platforms? We are seeking enthusiastic, customer-centric Mandarin-Speaking Customer Experience Advisors to join our growing team in the beautiful coastal tech hub of Penang, Malaysia.

In this role, you will be the voice of our premier Reservation App Project, assisting global users and merchants with their booking arrangements, troubleshooting app features, and delivering seamless user experiences.

No prior call center or customer service experience? No problem! We provide a fully paid, comprehensive 4-week training program to set you up for success. Whether you are a fresh graduate looking to build a career in a global tech project, an experienced professional seeking a change of scenery, or a candidate from China looking for a fresh start abroad, we want to hear from you.

What You Will Do

As a Customer Experience Advisor, your daily responsibilities will include:

• Omnichannel Support: Handle inbound inquiries, requests, and issue resolutions from users and merchants via phone, live chat, and email in fluent Mandarin.
• Booking Management: Assist users with making, modifying, or cancelling reservations, processing payments securely, and navigating app-exclusive promotional offers.
• Merchant Coordination: Act as a critical liaison between app users and third-party partners (e.g., hotels, restaurants, transport providers) to resolve scheduling conflicts or special requests.
• Technical Troubleshooting: Guide users through basic account management, app navigation issues, and payment processing hurdles.
• Brand Advocacy: De-escalate customer complaints with empathy, patience, and high emotional intelligence, ensuring every interaction ends positively.
• Data Integrity: Maintain precise and detailed records of customer interactions, feedback, and action steps in our internal CRM platform.

Requirements & Qualifications

To be successful in this role, you must meet the following criteria:

Language Requirements (Strict Compliance)

• Mandarin: Native or near-native fluency (spoken, read, and written) is mandatory. You must be comfortable reading Simplified/Traditional Chinese characters and typing quickly.
• English: Minimum B2 proficiency level (Upper-Intermediate). You must be able to understand internal training materials, participate in corporate communication, and navigate an English-based operating system.

Skills & Education

• Education: Minimum of a Diploma or Bachelor's Degree in any field (Fresh Graduates from English, Mass Communication, or Hospitality programs are highly encouraged to apply).
• Experience: Prior experience in a call center, customer success, or travel/hospitality role is an asset but not required.
• Tech-Savvy: Comfortable navigating mobile applications, utilizing multiple desktop screens, and maintaining a typing speed of at least 40 words per minute (WPM).
• Work Style: Ability to adapt to a fast-paced environment and work rotational shifts (including weekends and public holidays) to support the app's global user base.

What We Offer (Compensation & Benefits)

We believe in taking care of our people. Our comprehensive rewards package includes:

Financial & Health Benefits

• Competitive Base Salary: Attractive monthly salary with additional allowances (Language allowance, Shift allowance, and Attendance incentives).
• Performance Bonuses: Monthly KPI-driven incentives to reward high performance.
• Comprehensive Coverage: Premium Health, Medical, and Life Insurance coverage starting from your first day.
• Leave Allowances: Generous annual leave, medical leave, and compassionate leave.

Global Mobility Support (For Candidates from China)

If you are applying directly from mainland China, we ensure a seamless and completely stress-free relocation process:

• Full Visa Sponsorship: End-to-end processing and financial coverage of your Malaysian Employment Pass (Working Visa).
• Complimentary Flight Ticket: One-way flight ticket from China to Penang, Malaysia.
• First-Month Free Accommodation: Fully paid hotel or serviced apartment living for your first 30 days while you find your permanent home.
• Relocation Allowance: Financial assistance to help you get settled locally.
• Airport Pickup & Concierge Support: Dedicated local HR agents to meet you at the airport, assist with opening a Malaysian bank account, and buy a local SIM card.

Workplace Culture & Growth

• Premium Office Space: Work on-site in a modern, vibrant, and multi-cultural office facility in Penang equipped with employee cafeterias, rest zones, and entertainment hubs.
• Structured Career Growth: Clear vertical and horizontal progression paths. Move up to Team Leader, Quality Assurance Specialist, Corporate Trainer, or Operations Manager within 12 to 18 months.
• Continuous Learning: Free access to certified corporate training modules and professional soft-skill development programs.

Why Join Us in Penang?

Known as the "Silicon Valley of the East" and the culinary capital of Malaysia, Penang offers a unique blend of heritage architecture, modern tech parks, beautiful beaches, and an incredibly affordable cost of living. It is a fantastic destination to launch your international career within a thriving, diverse community.