Customer Experience Professional

Mango Global Technologies; Kuala Lumpur; On-site; MYR 32,000 - 52,000; Full time

Job summary

Mango Global Technologies in Kuala Lumpur is hiring for a customer service role. You will handle enquiries, complaints, and feedback with empathy, understand needs, and deliver solutions to ensure a positive experience across all interactions.

Fresh graduates are welcome; a Diploma or higher is preferred, with at least 1 year of voice-channel CS experience and fluency in Mandarin, English, and Bahasa Malaysia. The role requires flexibility to work evenings, weekends, and public holidays.

Qualifications

• Diploma or higher qualification preferred.
• Fresh graduates welcome to apply.
• At least 1 year of voice-channel customer service experience preferred.
• Languages: Mandarin, English, and Bahasa Malaysia.
• Excellent verbal and written communication skills.
• Friendly, patient, empathetic, and customer-oriented attitude.
• Able to work flexible schedules, including evenings, weekends, and public holidays.
• Experience in the telecommunications (Telco) industry and handling the Singapore market will be an added advantage.

Responsibilities

• Handle customer enquiries, complaints and feedback professionally with empathy and patience.
• Understand customer needs and provide appropriate solutions to resolve issues.
• Deliver a positive customer experience across all customer interactions.
• Identify customer pain points and share feedback to support service improvements.
• Work closely with internal teams to ensure smooth and consistent customer service.
• Monitor customer satisfaction and contribute towards improving service quality.
• Meet assigned customer service targets, KPIs, and performance standards.
• Identify opportunities to upsell or cross-sell products and services where applicable.

Skills

Customer service

Communication

Multitasking

Problem solving

Empathy

Teamwork

Education

Diploma or higher

Tools

Microsoft Office

Job description

Handle customer enquiries, complaints, and feedback professionally with empathy and patience.

Understand customer needs and provide appropriate solutions to resolve issues.

Deliver a positive customer experience across all customer interactions.

Identify customer pain points and share feedback to support service improvements.

Work closely with internal teams to ensure smooth and consistent customer service.

Monitor customer satisfaction and contribute towards improving service quality.

Meet assigned customer service targets, KPIs, and performance standards.

Identify opportunities to upsell or cross-sell products and services where applicable.

Job Requirements

Diploma or higher qualification preferred.

Fresh graduates and freshers are welcome to apply.

Candidates with at least 1 year of voice-channel customer service experience are preferred.

Language proficiency: Mandarin, English, and Bahasa Malaysia.

Excellent verbal and written communication skills.

Strong customer service, interpersonal, and problem-solving skills.

Friendly, patient, empathetic, and customer-oriented attitude.

Basic computer skills, including Microsoft Office and the ability to learn new systems.

Good time management and ability to handle multiple customer enquiries.

Able to work flexible schedules, including evenings, weekends, and public holidays.

Comfortable working in a fast-paced environment and achieving performance targets.

Experience in the telecommunications (Telco) industry and handling the Singapore market will be an added advantage.