Customer Service - Call Centre (Mand/Canton & English)

INTOUCHCX MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

IntouchCX Malaysia SDN. BHD. is seeking a Customer Service Call Centre Representative to handle inquiries via phone, email, or chat and deliver quick, accurate, and friendly support from our Kuala Lumpur office.

The role focuses on meeting KPIs, owning tasks, and collaborating across tools. Candidates should have a high school diploma, 3–6 months of customer service experience, and fluency in Mandarin or Cantonese with English. Office-based work is required.

Qualifications

• Must pass a background check (No Criminal Records).
• High school diploma or equivalent required.
• 3 to 6 months customer service experience or equivalent.
• Proficiency in Mandarin/Cantonese & English (B2 level) required.
• Proficiency in Mandarin/Cantonese to communicate with clients.
• Office-based work requirement.

Responsibilities

• Provide quick, accurate, and friendly service to customers via phone, email, or chat.
• Meet and exceed customer service metrics (KPI) such as satisfaction and resolution time.
• Take ownership to complete tasks and contacts on time and follow up as needed.
• Work across multiple tools and ad hoc requests to meet team metrics.
• Build lasting relationships with customers and team members.
• Be reliable, on time, and scheduled as required.

Skills

Mandarin & English communication

Customer service mindset

Interpersonal skills

Empathy

Team collaboration

Education

High school diploma or equivalent

Job description

Customer Service - Call Centre (Mand/Canton & English)

Customer Service Representative Job Description / Profile

Overview of Position

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

Overview of Position

As a Customer Service agent, you will be responsible for providing quick, accurate, and friendly service to customers via phone, email, or chat. You will work on multiple tools, tasks and adhoc requests as operationally required to meet the team performance metrics.

Essential Functions

• Provide quick, accurate, and friendly service to customers via phone, email, or chat
• Meet and exceed customer service metrics (KPI) such as customer satisfaction, resolution time, and quality assurance
• Take ownership and responsibility to get tasks and contacts completed on time and follow up with customers as needed
• Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics
• Build lasting relationships with customers, and other team members
• Be reliable, be on time and come in as scheduled.

Critical Skills

• Outstanding oral communication skills in Mandarin & English.
• Ability to navigate through computer programs and email with ease
• Excellent interpersonal skills, being capable of empathizing, communicating, and resolving conflicts in an assertive way
• Understanding scenarios, making decisions, and suggesting appropriate answers/solutions according to available resources
• Ability to understand and share the feelings of customers and provide them with a positive and supportive experience
• Adaptable, flexible, approachable, and collaborative towards team goals and interests

Educational/Work Experience and Requirements

• Must successfully pass a background check (No Criminal Records)
• High school diploma or equivalent required
• Must have at least 3 to 6 months customer service experience or equivalent.
• Candidates with the proficiency of B2 level in Mandarin or Cantonese & English are eligible for this profile.
• We are seeking candidates proficient in Mandarin/Cantonese to effectively communicate with Mandarin/Cantonese-speaking clients.
• Candidate must be flexible working from Office

What can I earn as a Customer Service Call Centre Representative