Call Centre Agent (Immediate) - Mandarin Speaker

Transcosmos; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading customer support service provider is seeking a Call Centre Agent fluent in Mandarin to respond to customer inquiries via phone, email, and live chat. The successful candidate will handle complaints, escalate complex issues, and maintain records in the CRM system. A technology-related degree and experience in helpdesk support are required, along with excellent communication and troubleshooting skills. The position requires flexibility to work shifts and weekends, contributing to a positive customer experience.

Qualifications

• Mandarin language speaking, reading, and writing proficiency required.
• Experience in helpdesk or desktop support preferred.
• Ability to manage tickets efficiently within SLA.

Responsibilities

• Respond to customer inquiries through various communication channels.
• Address and resolve customer complaints professionally.
• Document customer interactions and feedback in the CRM system.
• Seek process improvements to enhance service quality.
• Achieve individual and team performance targets.

Skills

Mandarin language proficiency

Customer service skills

Problem-solving abilities

IT troubleshooting

Team collaboration

Education

Technology-related degree

Tools

Windows

MacOS

iOS

Android

Networking technologies

Video conferencing technologies

Job description

Call Centre Agent (Immediate) - Mandarin Speaker

Respond to Customer Inquiries: Provide timely and accurate responses to customer inquiries via phone, email, live chat, and other communication channels.

Handle Complaints Professionally: Address and resolve customer complaints effectively, ensuring customer satisfaction and retention.

Escalate Complex Issues: Identify and escalate complex or unresolved issues to appropriate departments or senior staff for further resolution.

Maintain Accurate Records: Document customer interactions, transactions, and feedback in the CRM system, ensuring accurate and up-to-date information.

Seek Process Improvements: Continuously look for ways to enhance service processes and contribute to improving customer service protocols.

Meet Performance Targets: Work towards achieving individual and team performance goals, including response times, customer satisfaction scores, and other key performance indicators.

Job requirements:

Language Expertise: Mandarin language (Speak, read and write)

Education & Experience: Technology-related degree with experience in helpdesk or desktop support.

Technical Skills: Familiarity with Windows, MacOS, iOS, Android, networking, and video conferencing technologies.

Language Requirement: Must be able speak, read and write proficiently in MANDARIN, English and Malay

Able to work on shifts and weekends

Communication & Customer Service: Ability to explain technical issues clearly to non-technical users. Strong customer service skills to handle user frustrations politely.

Problem Solving & Troubleshooting: Good IT troubleshooting and problem-solving abilities.

Team Player: Collaborative and adaptable in a multicultural environment.

Self-Motivated: Open to learning and adaptable to change.

Task Management: Capable of prioritizing and managing tickets efficiently within SLA.

Assist handle more complex incidents independently together with standard T1 before escalating to T2 engineers.

Assist in documenting solutions and training materials to improve team knowledge.

Maintain high service efficiency by refining workflows and identifying areas for optimization.

Work Style: Team player, self-motivated, and adaptable to change.