Customer Service Agent (Mandarin Speaking) | 2-Year Contract

Adecco Outsourcing Recruitment; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

Adecco BPO in Kuala Lumpur is hiring a Customer Service Agent (Mandarin Speaker) to support omnichannel customer operations, delivering high-quality experiences across Voice, Email, Live Chat, WhatsApp, and more. You will manage inquiries, assist with billing, and help customers throughout the lifecycle with accuracy and empathy.

The role requires Mandarin proficiency, a minimum diploma or SPM, and at least one year in customer service or contact center.

Qualifications

• Minimum SPM or Diploma preferred.
• Minimum 1 year customer service, contact centre or customer-facing experience.
• Fluency in Mandarin with excellent reading, spoken and written proficiency.
• Ability to support Mandarin-speaking customers confidently.
• Strong communication and active listening skills.

Responsibilities

• Handle inbound and outbound customer interactions through multiple communication channels
• Respond to customer enquiries accurately, efficiently, and professionally
• Support customers throughout the customer lifecycle from pre-sales through post-sales servicing
• Process customer requests including product and plan enquiries, account management, billing enquiries, and promo code changes
• Resolve customer issues at first contact whenever possible
• Escalate unresolved issues following established escalation procedures
• Utilize CRM systems to track interactions and maintain case notes
• Develop understanding of clients' products and services to address inquiries
• Achieve performance goals related to call handling time and customer satisfaction

Skills

Mandarin fluency

Communication skills

Customer service experience

Education

SPM

Diploma

Job description

As a Customer Service Agent (Mandarin Speaker), you will support client's omnichannel customer operations, delivering exceptional customer experiences across voice and digital platforms while maintaining high standards of accuracy, professionalism, and compliance. You will manage inbound and outbound customer interactions across multiple channels including Voice, Email, Live Chat, WhatsApp, SMS, Social Media Direct Messages, Business Mailboxes, and CRM Case Management. You will play a critical role in resolving customer enquiries, managing service requests, supporting billing and payment enquiries, and delivering a consistently positive customer experience. You will utilize your language skills and problem-solving abilities to ensure customer satisfaction and build strong relationships with our clients' customer base. This role requires excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment.

Key responsibilities

Handle inbound and outbound customer interactions through multiple communication channels

Respond to customer enquiries accurately, efficiently, and professionally

Support customers throughout the customer lifecycle from pre-sales through post-sales servicing

Process customer requests including product and plan enquiries, account management, relocation requests, account takeover requests, billing enquiries, refund requests, payment enquiries, and promo code and plan changes

Resolve customer issues at first contact whenever possible

Escalate unresolved issues according to established escalation procedures

Utilize CRM systems to track customer interactions, document issues, and manage customer accounts

Accurately record customer interactions in the CRM platform and maintain complete and accurate case notes

Develop and maintain a thorough understanding of clients' products and services to accurately address customer inquiries

Achieve and maintain performance goals related to call handling time, resolution rates, and customer satisfaction

About you

Minimum SPM or Diploma preferred

Minimum 1 year customer service, contact centre or customer-facing experience

Fluency in Mandarin with excellent reading, spoken and written proficiency

Ability to support Mandarin-speaking customers confidently

Strong ability to communicate commercial and transactional information clearly and accurately

Excellent verbal communication skills with clear, concise and professional speech and active listening

Ability to build rapport and engage customers effectively

Ability to think critically and resolve customer issues effectively

Ability to identify when escalation is required and take appropriate action

Able to listen and enter information accurately at the same time

About us

Adecco BPO is a leading Business Process Outsourcing (BPO) organization dedicated to providing exceptional customer service experiences.