Advisor I, Customer Service - Mandarin & Cantonese speakers ONLY

Concentrix; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a customer service representative to deliver quality support to our diverse client base. You will greet customers, clarify needs, and document interactions to ensure accurate outcomes.

The role emphasizes meeting KPIs, teamwork, and the ability to adapt to shifting schedules while offering additional products and services. Strong communication, empathy, and attention to detail are essential for success in this fast-paced environment.

Qualifications

• High school diploma; 3–6 months relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong PC skills and basic computer navigation.
• Ability to communicate clearly in writing and speaking.
• Detail-oriented with high accuracy.
• Able to multitask in a fast-paced environment.
• Willing to rotate shifts as needed.

Responsibilities

• Ensure service meets contractual KPIs.
• Clarify customer requirements and provide resolutions.
• Listen actively and build rapport with customers.
• Greet customers courteously using agreed procedures.
• Maintain knowledge of client products/services.
• Prepare complete, accurate work and notes.
• Participate in activities to improve customer satisfaction.
• Offer additional products and services.
• Track and retrieve information in call tracking database.
• Respond to inquiries by referring to materials or staff.

Skills

Customer service orientation

Computer navigation

Written and verbal communication

Attention to detail

Multi-tasking

Team player

Patience with customers

Shift flexibility

Education

High school diploma

Job description

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 independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed

*Job requirements may vary by country and will not contravene any local laws

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.

Supplemental Geographical Information

• PHILIPPINES - Minimum of two years of college education. No prior call center experience is required
• PHILIPPINES - Ability to think clearly and can explain simple issues effectively, both written and verbally
• INDIA - Ability to effectively communicate, both written and verbally
• INDIA - Listen attentively to customer needs and concerns; demonstrate empathy
• INDIA - Clarify customer requirements; probe for and confirm understanding of requirements or problem
• INDIA - Confirm customer understanding of the solution and provide additional customer education as needed
• INDIA - Ability to learn including strong problem solving skills
• INDIA - Demonstrate strong probing and problem solving skills
• INDIA - Should be able to handle complex queries
• INDIA - Should be able to resolve customer queries independently

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.