Advisor I, Customer Service – Mandarin

Concentrix; Kuala Lumpur; On-site; MYR 20,000 - 32,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking an Advisor I, Customer Service – Mandarin to deliver excellent support to Mandarin-speaking customers. You will handle inquiries, clarify needs, and resolve issues following contract KPIs.

The role emphasizes empathy, active listening, accurate data entry, and collaboration with teammates to improve customer satisfaction. Shift flexibility and strong communication are required.

Qualifications

• High school diploma; 3–6 months relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate effectively, both written and verbal.
• Detail-oriented and dependable.
• Multitask in a fast-paced environment.
• Tolerance for repetitive work and shift flexibility.
• Team player who can work independently.
• Patience in all customer contact situations.
• Be able to rotate shifts as needed.

Responsibilities

• Ensure service delivered meets KPIs under contract.
• Clarify customer requirements; probe for understanding and resolve.
• Listen attentively; demonstrate empathy and build rapport.
• Greet customers in a courteous, professional manner.
• Maintain basic knowledge of client products/services.
• Prepare complete and accurate work; notch accounts as required.
• Participate in activities to improve customer satisfaction.
• Offer additional products and/or services.
• Track, document, and retrieve information in the call system.
• Respond to inquiries by directing to materials or senior staff.

Skills

Customer service

Communication

Attention to detail

Multi-tasking

Empathy

Teamwork

Adaptability

Education

High school diploma

Job description

Job Title

Advisor I, Customer Service – Mandarin

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independentlyl>
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.