Customer Service Agent (Mandarin Speaker)

Thoth AI Sdn Bhd; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Thoth AI Sdn Bhd in Kuala Lumpur is seeking a Customer Service Representative to handle inquiries across phone, live chat, email, and other channels with professionalism and customer focus. You will document interactions, guide customers on products, resolve issues promptly, and escalate when needed, while maintaining KPI targets and delivering a positive experience.

Fresh graduates are encouraged to apply; fluent Mandarin and good English are essential to support Mandarin-speaking customers and

Qualifications

• Mandarin fluency required to support Mandarin-speaking customers.
• Good command of English for internal communication and reporting.
• Fresh graduates are encouraged to apply.

Responsibilities

• Handle customer enquiries via phone, live chat, email, and other 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 documented and updated in the system.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Escalate complex cases to relevant departments when necessary.
• Maintain service quality standards and achieve KPIs (productivity, quality, customer satisfaction).
• Build positive relationships with customers and enhance overall experience.
• Perform other duties as assigned.

Skills

Mandarin fluency

English proficiency

Communication skills

Problem-solving

Multitasking

Interpersonal skills

Job description

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.

Unlock job insights

What can I earn as a Customer Service Representative