Consumer Care Expert - Mandarin (Penang)

Teleperformance; George Town; On-site; MYR 24,000 - 36,000; Full time

Job summary

Teleperformance in George Town, Penang, is seeking a Mandarin-speaking Consumer Care Expert to support a pet food project. You will handle inquiries via phone, email and chat, delivering professional, empathetic customer service to pet owners.

You will resolve inquiries, follow established guidelines, and coordinate with internal teams to ensure a positive customer experience while maintaining high service standards. Onsite work with rotating shifts is required.

Qualifications

• Mandarin-speaking at C1 level or above.
• Good command of English.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Empathetic, patient, and comfortable communicating with consumers.
• Attention to detail and ability to multitask.
• Fresh graduates with strong communication skills are welcome to apply.

Responsibilities

• Handle consumer enquiries via phone, email, and chat.
• Provide accurate and professional information regarding pet food products, availability, and general product enquiries.
• Understand consumer concerns and provide appropriate solutions based on established guidelines.
• Handle complaints and sensitive consumer issues with empathy and professionalism.
• Assist consumers with product-related enquiries and elevate complex cases when necessary.
• Accurately record consumer interactions and update information in the relevant systems.
• Coordinate with internal teams to resolve consumer concerns efficiently.
• Maintain a high standard of service quality and customer satisfaction.
• Follow company policies, procedures, and quality standards.

Skills

Mandarin

English

Job description

About the Role

We are looking for a Consumer Care Expert – Mandarin Speaking to join our team supporting a leading pet food project. The ideal candidate is passionate about delivering excellent customer experiences and enjoys helping pet owners with their enquiries.

You will be responsible for providing professional and empathetic support to consumers, resolving enquiries efficiently, and ensuring a positive customer experience.

Qualifications

• Mandarin-speaking, preferably at C1 level or above.
• Good command of English.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Empathetic, patient, and comfortable communicating with consumers.
• Good attention to detail and ability to multitask.
• Previous experience in Customer Service, BPO, Contact Centre, E-commerce, or Consumer Care is an advantage.
• Fresh graduates with strong communication skills are welcome to apply.
• Willing to work onsite at Livingston Tower, George Town, Penang.
• Willing to work according to the assigned working schedule/rotational shifts.

Responsibilities

• Handle consumer enquiries via phone, email, and chat.
• Provide accurate and professional information regarding pet food products, availability, and general product enquiries.
• Understand consumer concerns and provide appropriate solutions based on established guidelines.
• Handle complaints and sensitive consumer issues with empathy and professionalism.
• Assist consumers with product-related enquiries and elevate complex cases when necessary.
• Accurately record consumer interactions and update information in the relevant systems.
• Coordinate with internal teams to resolve consumer concerns efficiently.
• Maintain a high standard of service quality and customer satisfaction.
• Follow company policies, procedures, and quality standards.