Customer Service Executive I Mandarin Speaker I Iskandar, Johor

Summitnext; Iskandar Puteri; On-site; MYR 27,000 - 45,000; Full time

Benefits offered by this job

Base salary with monthly KPI incentives

Insurance benefits

Comprehensive training and onboarding

Job summary

A customer service firm is seeking a Customer Service Executive responsible for managing customer enquiries via email, live chat, and phone. The ideal candidate should have a minimum SPM qualification, communicate effectively in English, and be fluent in Mandarin. This role operates in a dynamic call centre environment. The position offers a base salary with monthly KPI incentives and includes insurance benefits along with opportunities for career progression.

Qualifications

• 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.
• Fresh graduates welcome to apply.
• Basic computer literacy and ability to navigate multiple systems.
• Strong customer-oriented attitude with patience, problem-solving skills.
• Willingness to work in a fast-paced call centre environment.

Responsibilities

• Handle inbound customer enquiries via phone, email, and chat.
• Provide accurate information and troubleshoot basic issues.
• Record and update all customer interactions.
• Escalate complex cases to the relevant teams per SOPs and service levels.
• Adhere to project 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.

Skills

Customer-oriented attitude

Problem-solving skills

Communication in average English

Fluent Mandarin

Customer-oriented attitude

Multi-system navigation

Education

SPM qualification or equivalent

Tools

CRM systems

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.