Customer Service (Cantonese Speaker)

Private Advertiser; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

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Job summary

Private Advertiser in Malaysia is seeking a Cantonese-speaking customer service specialist to respond promptly to incoming calls, identify needs, and guide users through troubleshooting.

You will log interactions in the CRM, collaborate with internal teams, and strive to meet CSAT, FCR, and AHT targets, with rotational shifts including weekends.

Qualifications

• Business-level fluency in Cantonese and good English required.
• Fresh graduates welcome.
• CRM familiarity with Salesforce or Zendesk preferred.

Responsibilities

• Respond promptly and professionally to customer inquiries via incoming calls.
• Identify customer needs, answer questions, and guide users through troubleshooting or service processes.
• Resolve customer complaints by identifying root causes and offering timely solutions.
• Accurately log and update customer interactions in the CRM system.
• Collaborate with internal teams to resolve complex issues.
• Meet or exceed service metrics such as FCR, CSAT, and AHT.

Job description

Respond promptly and professionally to customer inquiries via incoming calls in Cantonese.

Identify customer needs, answer product or service questions, and guide users through troubleshooting or service processes.

Resolve customer complaints efficiently by identifying root causes and offering appropriate, timely solutions.

Accurately log and update customer interaction records and account details in the CRM system.

Collaborate with internal cross-functional teams to escape complex issues or technical edge cases.

Meet or exceed key service metrics, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Average Handling Time (AHT).

Key Requirements:

Language Proficiency: Business-level fluency or native proficiency in spoken Cantonese. Good command of English (spoken and written).

Education & Experience: SPM / Higher Secondary / Diploma / Bachelor's Degree in any field. Fresh graduates are encouraged to apply.

Technical Skills: Familiarity with CRM platforms (e.g., Salesforce, Zendesk) and standard computer/ticketing systems.

Soft Skills: Strong communication, active listening, problem-solving abilities, and high emotional intelligence when handling challenging calls.

Work Availability: Willingness to work in rotational shifts, including weekends and public holidays, depending on operational operational schedules