Mandarin Speaking Customer Support Representative (on-site)

Are you enthusiastic about launching a rewarding career within the rapidly expanding digital travel and lifestyle market? We are looking for motivated, highly expressive Mandarin-Speaking Customer Success Specialists to join our diverse corporate team based in the center of Kuala Lumpur, Malaysia.

In this role, you will serve as a vital pillar for our leading Digital Booking & Reservation Platform. You will represent global travelers and high-value merchants throughout prominent Mandarin-speaking regions—streamlining booking operations, troubleshooting software issues, and maintaining an elite standard of customer care.

Core Responsibilities

As a Customer Success professional, your day-to-day tasks will center on:

• Omnichannel Interaction: Engage efficiently with application users and commercial partners via incoming phone calls, live text chat, and email, conducting all communication smoothly in Mandarin.
• Comprehensive Reservation Care: Oversee the entire lifecycle of bookings, handling modifications to itineraries, processing cancellation requests, and conducting secure financial transactions.
• Merchant Liaison: Coordinate directly with hotel management, local operators, and venue coordinators to fix reservation errors, arrange customized requests, and align real-time platform availability.
• Technical Support: Walk clients through account setups, digital wallet functionalities, loyalty point redemptions, and basic software navigation.
• Conflict Resolution & Retention: Utilize strong emotional intelligence and composure to soothe customer anxieties, transforming complicated service issues into positive brand encounters.
• Information Management: Input highly organized, comprehensive notes regarding client requests, escalated problems, and software glitches into our English-based CRM database.

Candidate Profile & Requirements

Language Skills

• Mandarin: Native-level or business-grade fluency. Applicants must be highly proficient at reading and typing using Simplified and/or Traditional Chinese characters across all online platforms.
• English: A minimum of B2 proficiency (Upper-Intermediate). You must be confident working with English-language applications, reading internal corporate documentation, and collaborating with global team members.

Academic Background & Technical Skills

• Qualifications: Holds a Diploma or Bachelor's Degree in any major (backgrounds in Communications, Linguistics, or Hospitality management are highly prized).
• Experience: Previous background within contact centers or the tourism sector is an asset, though not strictly mandatory.
• Tech Savviness: Comfortable multitasking across two monitors, adapting quickly to new mobile software layouts, and sustaining a typing speed of at least 40 words per minute.
• Availability: Flexible and prepared to work a rotating shift pattern—inclusive of weekends and public holidays—to correspond with global user traffic.

Total Rewards & Corporate Benefits

Compensation & Health Incentives

• Competitive Pay: A dependable monthly base salary increased by language premiums, shift allowances, and perfect attendance rewards.
• Performance Bonuses: Monthly financial incentives tied directly to your service metrics and daily productivity.
• Medical Protection: Premium health, life, and surgical insurance active starting from your first day of work.
• Paid Time Off: Comprehensive annual leave, sick leave, and official public holiday allocations.

Global Relocation Assistance (For Candidates Moving from China)

To ensure a completely smooth transition to the Malaysian capital, we offer a dedicated moving program:

• Visa Coordination: Full financial and logistical handling of your Malaysian Employment Pass.
• Air Travel Coverage: A fully funded, one-way flight from your home country directly to Kuala Lumpur.
• Temporary Housing: 30 days of complimentary lodging in a hotel or serviced apartment upon your arrival.
• Relocation Allowance: A cash stipend to assist with initial local moving and setup costs.
• On-the-Ground Support: Dedicated HR representatives to assist with airport pickup, purchasing a local SIM card, and opening a Malaysian bank account.

Work Environment & Professional Development

• State-of-the-Art Office: Work from a modern, open-plan corporate tower in Kuala Lumpur equipped with high-end break rooms and creative collaborative zones.
• Rapid Career Tracks: Clear promotion paths to step into Team Leadership, Quality Assurance, Workforce Management, or Corporate Training within 12 to 18 months.
• Skill Growth: Regular access to interpersonal training initiatives, cross-departmental projects, and international leadership workshops.

Why Choose Kuala Lumpur?

As the high-energy capital of Malaysia, Kuala Lumpur perfectly merges historic heritage with a skyline of the future, top-tier shopping, and a legendary culinary scene. Ranking as one of Southeast Asia's most affordable yet cosmopolitan metropolises, it provides expatriates with an exceptional quality of life, efficient public transport networks, and a perfect central location for traveling across Asia.