Mandarin Speaking Customer Advisor (on-site)

Are you ready to kickstart a dynamic career in the rapidly growing digital travel and lifestyle sector? We are actively searching for energetic, highly communicative Mandarin-Speaking Customer Success Specialists to join our diverse corporate hub located in the heart of Kuala Lumpur, Malaysia.

In this role, you will play a critical part in supporting our premier Booking & Reservation App Project. You will manage and resolve inquiries for global users and premium merchants across major Mandarin-speaking markets—ensuring effortless booking management, troubleshooting technical app issues, and delivering a world-class user experience.

Core Responsibilities

• Multichannel Communication: Interact with app users and commercial partners via inbound phone calls, live chat, and email, conducting all client communication entirely in Mandarin.
• Reservation Lifecycle Support: Overseas bookings from start to finish, managing cancellation requests, itinerary adjustments, and payment gateway issues.
• Merchant Relations: Collaborate directly with hotel managers, vendors, and venue coordinators to resolve disputes, secure special guest arrangements, and sync real-time system availability.
• App Troubleshooting: Assist clients with account setup, digital wallet navigation, loyalty point redemptions, and general application inquiries.
• Conflict Resolution: Use emotional intelligence and professionalism to diffuse customer frustrations, turning challenging situations into positive brand experiences.
• System Logging: Maintain meticulous records of service requests, escalations, and technical bugs within our English-language CRM database.

Candidate Requirements

Language Proficiency

• Mandarin: Native or business-level spoken fluency. Candidates must be highly proficient in reading and typing in Simplified and/or Traditional Chinese characters for all digital communications.
• English: Minimum B2 level (Upper-Intermediate). You must feel confident navigating English-based software, understanding corporate policies, and collaborating with non-Mandarin speaking team members.

Education & Skillset

• Qualifications: A Diploma or Bachelor's Degree in any discipline (degrees in Hospitality, Languages, or Communications are a major plus).
• Experience Level: Prior experience in a hospitality or call center environment is an asset, but it is not mandatory.
• Technical Aptitude: Comfort multitasking across multiple monitor screens, quickly adapting to new mobile app ecosystems, and maintaining a typing speed of 40+ WPM.
• Flexibility: Willingness to work on a rotating shift schedule that includes weekends and public holidays to align with global user traffic.

Compensation & Corporate Benefits

Financial & Well-being Perks

• Competitive Salary Package: A strong monthly fixed income enhanced by language premiums, shift allowances, and attendance bonuses.
• Performance Incentives: Monthly KPI bonuses tied directly to service quality and productivity metrics.
• Medical Coverage: Comprehensive health, life, and surgical insurance starting on day one of your employment.
• Paid Time Off: Standard annual leave, sick leave, and statutory public holiday entitlements.

Relocation Support (For Hires Travelling from China)

To ensure a stress-free transition to Malaysia's capital, we offer a comprehensive relocation program for international candidates:

• Visa Sponsorship: Full administrative and financial coverage for your Malaysian Employment Pass.
• Air Travel: A fully paid, one-way flight ticket from your home airport directly to Kuala Lumpur.
• Initial Housing: 30 days of free accommodation in a serviced apartment or hotel upon your arrival.
• Settling-In Allowance: Cash assistance to help cover your initial local living setup expenses.
• Logistics Assistance: Dedicated HR arrival coordinators to assist with airport pickup, local SIM cards, and opening a Malaysian bank account.

Professional Development & Culture

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

Why Choose Kuala Lumpur?

As the high-energy capital of Malaysia, Kuala Lumpur perfectly blends rich cultural heritage with futuristic skyscrapers, world-class shopping centers, and an exceptional culinary scene. Standing out as one of Southeast Asia's most affordable yet cosmopolitan metropolises, it offers expatriates a high standard of living, seamless public transportation, and a central travel hub ideal for exploring the rest of Asia.

Application Instructions

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