Call Centre Executive

BYD MALAYSIA SDN. BHD.; Subang Jaya; On-site; MYR 33,000 - 50,000; Full time

Job summary

BYD MALAYSIA SDN. BHD. is seeking a Call Centre Executive (Mandarin Speaker) to deliver exceptional service and gain insights for continuous improvement. You will handle inbound inquiries, document feedback and collaborate with Sales and Aftersales to enhance the customer journey.

The role emphasizes data awareness, reporting, and cross-functional collaboration in a fast-paced environment, requiring a Diploma or Degree and strong English and Mandarin skills.

Qualifications

• Diploma or degree in any field required, with strong communication skills.
• Experience in customer service or contact centre preferred.
• Ability to interpret customer feedback and service data.

Responsibilities

• Handle customer enquiries, feedback, complaints and suggestions via phone professionally.
• Deliver accurate information and effective solutions for a positive experience.
• Document feedback and route to relevant departments accurately.
• Maintain data entry and customer interaction records in internal systems.
• Monitor QA scores, CS metrics, response time and trends; suggest improvements.
• Prepare monthly customer experience reports with insights and recommendations.
• Collaborate with Sales, Aftersales and internal teams to ensure smooth journey.
• Escalate urgent or complex issues promptly to relevant teams.

Skills

Mandarin

English

Analytical mindset

Data interpretation

Teamwork

Education

Diploma or Degree

Job description

We are looking for a Call Centre Executive (Mandarin Speaker) who is passionate about delivering exceptional customer service while also contributing to continuous service improvement and customer journey insights.

This role is ideal for individuals who enjoy interacting with customers but also want exposure to data, reporting and cross-functional collaboration, not just handling inbound enquiries.

Responsibilities

• Manage customer enquiries, feedback, complaints and suggestions via phone in a professional and timely manner
• Deliver accurate information and effective solutions to ensure a positive customer experience
• Identify customer needs and ensure proper documentation and routing of feedback to relevant departments
• Maintain accurate data entry and customer interaction records in internal systems
• Monitor service quality metrics including QA scores, customer satisfaction, response time, enquiry trends and feedback patterns
• Prepare monthly customer experience reports with insights, trends and improvement recommendations
• Identify frequently asked questions and recommend process improvements to enhance efficiency and service quality
• Collaborate closely with Sales, Aftersales and internal teams to ensure a seamless customer journey
• Escalate urgent or complex customer issues to the relevant teams promptly

Requirements

• Possess at least a Diploma or Degree in any field.
• Prior experience in customer service / contact centre environment is required
• Strong communication skills in English with the ability to communicate effectively in additional languages (Mandarin) being an added advantage.
• Strong attention to detail and structured thinking
• Comfortable working in a fast-paced, customer-focused environment
• Analytical mindset with ability to interpret customer feedback and service data
• Strong teamwork, accountability and problem-solving skills
• Customer first attitude with a continuous improvement mindset

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How would you rate your Mandarin language skills?
• Have you worked in a call centre before?

What can I earn as a Call Centre Executive