Customer Service Agent (Mandarin Speaker)

Thoth AI; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Thoth AI is seeking a Mandarin-speaking customer service representative in Kuala Lumpur to handle inquiries across phone, live chat, email and other channels. You will provide clear, accurate information and ensure customer satisfaction.

The role welcomes fresh graduates with strong communication skills, offering a dynamic environment and opportunities to develop customer service expertise across products and services.

Qualifications

• Fluent spoken and written Mandarin is required to support Mandarin-speaking customers.
• Good command of English for internal communication and reporting.

Responsibilities

• Handle customer inquiries and provide support via phone, live chat, email, and other channels.
• Deliver accurate, professional, and customer-focused service at all times.
• Resolve complaints and service requests in a timely manner.
• Guide customers on products, services, system usage, and account-related matters.
• Ensure interactions are documented and updated in the system.
• Follow up to ensure issues are fully resolved and customers are satisfied.
• Escalate complex cases to relevant departments when needed.
• Maintain service quality and achieve individual and team KPIs.

Skills

Mandarin fluency

English proficiency

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Handle customer enquiries and provide support via phone, live chat, email, and other communication channels.

Deliver accurate, professional, and customer-focused service at all times.

Resolve customer complaints, concerns, and service requests in a timely manner.

Guide customers on products, services, system usage, and account-related matters.

Ensure all customer interactions are properly documented and updated in the system.

Follow up with customers to ensure issues are fully resolved and customer satisfaction is achieved.

Identify customer needs and provide appropriate solutions based on company policies and procedures.

Escalate complex or unresolved cases to relevant departments when necessary.

Maintain service quality standards and achieve individual/team KPIs, including productivity, quality, and customer satisfaction metrics.

Build positive relationships with customers and enhance overall customer experience.

Any other duties and responsibilities as assigned by the Superior or Management from time to time.

Requirements

Able to read, write, and speak Mandarin fluently (to support Mandarin-speaking customers).

Good command of English for internal communication and reporting purposes.

Fresh graduates with strong communication skills are encouraged to apply.

Strong interpersonal, problem-solving, and multitasking abilities.