Complaints Team - Senior Customer Service Representative (Cantonese Speaker)

GoGoVan; Kuala Lumpur; On-site; MYR 39,060 - 61,380; Full time

Benefits offered by this job

Competitive salary package

Attractive attendance bonus

On-job training

Fixed allowances including meal and transport

Job summary

A logistics services company in Kuala Lumpur is seeking a Cantonese-speaking Senior Customer Service Representative. You will handle inquiries and resolve complex issues for the Hong Kong market, ensuring a smooth service experience. Your role includes direct conflict resolution, driver advocacy, and proactive engagement to improve customer satisfaction. Ideal candidates should exhibit exceptional empathy, negotiation skills, and proficiency in Cantonese and English. This position offers a competitive salary, training, and fixed allowances.

Qualifications

• Fluent in spoken and written Cantonese and English.
• Understanding of HK slang and culture.
• Experience working without a CRM preferred.

Responsibilities

• Resolve customer service failures for HK customers.
• Mediating complaints between drivers and customers.
• Maintain logs of complaints and resolutions.
• Categorize and analyze feedback for improvement.

Skills

Cantonese proficiency

English proficiency

Empathy

Self-Organization

Negotiation Skills

Resilience

Tools

Excel

Google Sheets

Job description

Location

Megan Avenue 2 (Nearby MRT Ampang Park/ LRT KLCC)

Working Arrangement

5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)

Overview

We are looking for a Cantonese-speaking Senior Customer Service Representative to support the Hong Kong market, delivering exceptional customer and driver support across phone, chat, and online channels. Based in Malaysia, this role involves handling inquiries, resolving complex issues, and ensuring a smooth service experience while working in a rotational shift environment. You will play a key role in service recovery, driver engagement, and continuous improvement by identifying trends and enhancing the overall customer journey.

What You Will Deliver

• 1. Customer Relationship Recovery
  • Direct Conflict Resolution: Act as the primary point of contact for HK customers experiencing service failures. You must use high-level Cantonese to de-escalate "heated" situations.
  • Personalized Service: Since we lack a CRM, you will be responsible for manually maintaining a log of your "VIP" or recurring complainants to ensure they feel recognized and valued when they call back.
  • Educating the User: Move beyond just solving the problem; explain the GoGoX process to customers to help them use the app more effectively in the future.
• 2. Driver-Partner Advocacy & Engagement
  • Fair Mediation: Investigate complaints against drivers by listening to their side of the story. You must ensure drivers feel the company is fair and supportive, rather than just "punishing" them based on a customer's report.
  • Retaining Driver Loyalty: In the logistics gig economy, drivers have choices. You will use your communication skills to keep drivers motivated and active on our platform, even after a dispute or an accidental low rating.
  • Bridge to HK Ops: Communicate driver feedback regarding HK road conditions or app issues to the KL management team to improve driver working conditions.
• 3. Manual Process & Data Management
  • Dispute Tracking: Meticulously maintain manual logs (Excel/Google Sheets) of all complaints, resolutions, and compensation issued to ensure no case falls through the cracks.
  • Follow-up Consistency: Proactively call back customers and drivers 24–48 hours after a major incident to ensure the resolution was successful, demonstrating a level of care that goes beyond a standard call center.
• 4. CX Analytics & Touchpoint Mapping
  • Trend Identification: Manually categorize and analyze recurring "pain points" from HK customer and driver feedback (e.g., specific areas in HK where GPS lags, or common app bugs during checkout).
  • Proactive Reporting: Regularly compile and present "Voice of the Customer" (VoC) findings to the Team Leader. You are expected to not just report the what, but suggest the how for improvement.
  • Process Optimization: Identify friction in the customer journey—from the moment they open the GoGoX app to the moment the parcel is delivered—and propose solutions to minimize the need for future complaints.

Who You Are

• Proficient in spoken and written Cantonese and English.
• Linguistic & Cultural Expert: You must speak "HK Cantonese" fluently. You should understand HK slang, tone, and the fast-paced expectations of a Hong Konger.
• Exceptional Empathy: The ability to "read between the lines" to understand the frustrations of a driver who has been stuck in traffic or a customer who has a missing urgent parcel.
• High Level of Self-Organization: Experience working without a CRM is a plus. You must be comfortable using Excel/Google Sheets to track complex, multi-day resolutions.
• Negotiation Skills: Ability to find "Win-Win" solutions that satisfy the customer without unfairly penalizing the driver's earnings.
• Resilience: Ability to handle high-pressure interactions and remain a brand ambassador for GoGoX at all times.

What we offer

• Competitive salary package with attractive attendance bonus & other incentive bonus.
• Fixed allowances including meal and transport.
• On-job training.
• A company promotes learning, continuous improvement, and personal growth.
• Rotational shifts: Morning, Noon, and Night (ending by 12am)— no overnight shifts