Customer Relations Executive (mandarin)

Agensi Pekerjaan JobScoper Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency is seeking a customer service professional to handle escalated and complex customer cases. The ideal candidate will have a minimum of SPM/Diploma/Degree and 1–3 years of experience in a customer service or BPO environment, with strong communication skills in English and Mandarin. Responsibilities include guiding junior agents, monitoring compliance with standards, and ensuring excellent customer satisfaction. Benefits include annual leave, EPF/SOCSO/PCB, and training provided.

Benefits

Annual Leave

EPF / SOCSO / PCB

Training Provided

Allowance Provided

5 Working Days

Qualifications

• Minimum SPM/Diploma/Degree in any discipline.
• At least 1–3 years of experience in customer service/call center/BPO environment.
• Good command of English and Mandarin.

Responsibilities

• Handle escalated and complex customer cases via phone, email, chat, or other channels.
• Provide accurate and professional resolutions to customer issues beyond frontline level.
• Support and guide junior customer service agents in daily operations.
• Act as a subject matter resource (SME) for products, processes, and systems.
• Monitor case handling to ensure compliance with SOPs, SLAs, and quality standards.
• Perform call/case reviews and provide feedback to improve service quality.
• Assist Team Leaders in coaching, training, and onboarding new agents.
• Ensure accurate documentation of customer interactions in CRM systems.
• Identify recurring issues and provide improvement suggestions to management.
• Meet individual and team KPIs, including resolution time and customer satisfaction.

Skills

Customer Service Skills

Verbal Communication

Written Communication

Problem-Solving

Decision-Making

Conflict Resolution

Bilingual (English and Mandarin)

Education

SPM/Diploma/Degree in any discipline

Job description

Requirement

• Minimum SPM/Diploma / Degree in any discipline
• At least 1–3 years of experience in customer service / call center / BPO environment
• Good command of English and Mandarin
• Strong verbal and written communication skills
• Good problem‑solving, decision‑making, and conflict‑resolution skills
• Ability to handle escalated or complex customer cases independently
• Willing to work rotational shifts, weekends, and public holidays (subject to project)

Responsibility

• Handle escalated and complex customer cases via phone, email, chat, or other channels
• Provide accurate and professional resolutions to customer issues beyond frontline level
• Support and guide junior customer service agents in daily operations
• Act as a subject matter resource (SME) for products, processes, and systems
• Monitor case handling to ensure compliance with SOPs, SLAs, and quality standards
• Perform call / case reviews and provide feedback to improve service quality
• Assist Team Leaders in coaching, training, and onboarding new agents
• Ensure accurate documentation of customer interactions in CRM systems
• Identify recurring issues and provide improvement suggestions to management
• Meet individual and team KPIs, including resolution time and customer satisfaction

Benefits

• Annual Leave
• EPF / SOCSO / PCB
• Training Provided
• Allowance Provided
• 5 Working Days