Client Support Associate (Mandarin Speaker)

APPSHILL CONSULTING SDN. BHD.; Cyberjaya; On-site; MYR 24,000 - 36,000; Full time

Job summary

APPSHILL CONSULTING SDN. BHD. is seeking a Client Service Associate to support advertisers worldwide via calls, chat, email, and callbacks. The role requires fluency in Mandarin and English and involves understanding inquiries, routing them appropriately, and handling escalations while meeting SLAs.

Candidate should demonstrate professionalism, strong customer service orientation, and the ability to communicate in a friendly, courteous manner. Rotational shifts are part of the work schedule.

Qualifications

• Proficient in Mandarin and English (spoken and written).
• Ability to understand customer enquiries and route them through the appropriate support channel.
• Experience handling customer enquiries and routing to the correct channel.

Responsibilities

• Understand customer enquiries and ensure they are answered or routed through appropriate support channel.
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required.
• Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes.
• Ensure all SLAs are met accordingly.
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied.
• Provide a high level of professionalism and competent customer service.
• Able to communicate effectively with customers in a friendly and polite manner following the processes.
• Able to work on Rotational Shift

Skills

Mandarin proficiency

English proficiency

Job description

Client Service Associate is to help support advertisers worldwide through calls, chat, email, and callbacks.

Key responsibilities

Proficient in Mandarin and English (spoken and written). We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

Understand customer enquiries and ensure they are answered or routed through appropriate support channel

Manage customer escalations and ensure that these are answered, tracked, and escalated as required

Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes

Ensure all SLAs are met accordingly

Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied

Provide a high level of professionalism and competent customer service

Able to communicate effectively with customers in a friendly and polite manner following the processes

Able to work on Rotational Shift