Customer Service Executive I Mandarin Speaker I Bayan lepas, Penang

Summitnext Technologies; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology service provider in Bayan Lepas, Penang is looking for a Customer Service Executive. The role includes managing customer enquiries through various channels while ensuring first-contact resolution. Candidates should possess a minimum SPM qualification, be fluent in Mandarin, and have a customer-oriented attitude. This position operates on a 24/7 rotational shift basis and requires candidates to have their own transport. Competitive compensation and training are provided.

Benefits

Base salary with monthly KPI incentives

Insurance benefits

Comprehensive training and onboarding

Qualifications

• Ability to communicate effectively in English, both spoken and written.
• Ability to read and write in Traditional Mandarin and speak fluent Mandarin.

Responsibilities

• Manage customer enquiries via phone, email, and chat professionally.
• Provide accurate information and troubleshoot basic issues.
• Record and update all customer interactions accurately.
• Escalate complex cases as required.

Skills

Customer-oriented attitude

Communication skills in English

Fluent Mandarin

Problem-solving skills

Education

Minimum SPM qualification or equivalent

Tools

Basic computer literacy

Job description

Role Overview

The Customer Service Executive will be responsible for managing customer enquiries across email, live chat, and phone channels while ensuring timely and accurate first‑time resolution. This role supports regional telco, IT, and social media projects, requiring a service‑focused mindset and strong communication skills.

Key Responsibilities

• Handle inbound customer enquiries via phone, email, and chat in a professional and courteous manner.
• Provide accurate information, troubleshoot basic issues, and ensure first‑contact resolution wherever possible.
• Record and update all customer interactions in the internal systems with complete and accurate details.
• Escalate complex cases to the relevant teams in accordance with standard operating procedures and service levels.
• Adhere to project‑specific workflows, compliance guidelines, and quality assurance standards.
• Maintain a high level of customer satisfaction through timely follow‑up and problem resolution.
• Achieve performance targets including productivity, quality, attendance, and response time.

Requirements

• Minimum SPM qualification or equivalent.
• Ability to communicate in average English (spoken and written).
• Ability to read and write in Traditional Mandarin, and speak fluent Mandarin to support Taiwan‑based customers.
• Fresh graduates and school leavers are encouraged to apply.
• Basic computer literacy and ability to navigate multiple systems.
• Strong customer‑oriented attitude with patience, professionalism, and problem‑solving skills.
• Willingness to work in a fast‑paced and dynamic call centre environment.

Working Conditions

• Operates in a 24/7 rotational shift environment, including nights, weekends, and public holidays as required.
• Weekly shift rotations will apply, with the monthly schedule provided in advance.
• Candidates must have their own transport, as shift timings may not align with public transportation availability.
• Work will be based on‑site at the designated office location.

Compensation & Benefits

• Base salary with monthly KPI incentives based on performance.
• Insurance benefits provided as part of the employment package.
• Additional allowances or overtime may apply in accordance with company policy.
• Comprehensive training and onboarding provided with opportunities for career progression.

Preferred Attributes

• Prior experience in customer service or call centre operations is an added advantage but not mandatory.
• Positive attitude, strong work ethic, and willingness to learn.
• Excellent interpersonal and listening skills with the ability to remain calm under pressure.
• Team player with a commitment to delivering excellent service.