Customer Service Executive (Mandarin)

redBus; Kuala Lumpur; Hybrid; MYR 36,000 - 54,000; Full time

Job summary

redBus is seeking a Customer Service Executive (Mandarin) in Kuala Lumpur for a hybrid role. You will be the primary Mandarin-speaking touchpoint across voice, live chat, and email channels, delivering excellent customer support.

The role also involves translating and verifying critical materials between English and Mandarin and ensuring content quality for product launches and CRM communications. The position is a 6-month contract under a Full-Time arrangement, with responsibilities spanning

Qualifications

• Fluent Mandarin (written and spoken).
• Proficiency in English for team communication.

Responsibilities

• Provide omnichannel support (voice, live chat, email) in Mandarin and English.
• Translate and verify business materials between English and Mandarin (Simplified/Traditional).
• Collaborate with Product, Marketing, and Ops to improve language-related processes.
• Offer coverage during peak holidays and peak travel periods.

Skills

Mandarin proficiency

Bilingual English/Mandarin

Customer service

Translation

Attention to detail

Job description

Employment Type: Full-Time, 6 months contract.

Department: CRM

Working Schedule: Monday – Friday (with scheduled flexibility for peak holiday seasons)

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ROLE PURPOSE

We are looking for an empathetic, articulate, and detail-oriented Customer Service Executive (Mandarin) to join our customer operations team. In this hybrid role, you will act as a primary brand touchpoint for Mandarin-speaking customers across voice, live chat, and email channels.

In addition to day-to-day customer service, you will serve as a language and localization specialist—translating and verifying critical business documentation, CRM communications, and product launch materials between English and Mandarin.

KEY RESPONSIBILITIES

Omnichannel Customer Support (Primary Focus)

• Provide frontline support to customers in fluent Mandarin and English across voice/telephony, live chat, and email ticketing systems.
• Address and resolve customer inquiries regarding bookings, schedule changes, ticketing policies, cancellations, refunds, and payment issues.
• Maintain a customer-first approach, prioritizing live customer queues during peak operational hours to ensure quick response and resolution times.
• Troubleshoot customer complaints empathetically, escalating complex technical or operational issues to internal specialist teams when needed.
• Perform accurate English-to-Mandarin translations and verifications for business and customer-facing materials, including:
• Product launch documentation and user guides.
• CRM messaging templates, automated email notifications, and in-app prompts.
• Help center articles, FAQs, and operational policy updates.
• Ensure translated content is natural, contextually accurate, and adheres to linguistic nuances across both Simplified Chinese and Traditional Chinese.
• Verify and review translated copy on staging or live platforms prior to major product or campaign releases.

Operational Collaboration & Flexibility

• Coordinate with internal teams— including Product, Marketing, and Operations—to provide language feedback and clarify technical context.
• Identify recurring customer pain points and provide suggestions to optimize customer workflows and help documentation.
• Provide scheduled coverage during occasional public holidays or peak travel surges (e.g., Golden Week, festive holiday seasons).

REQUIREMENTS

Language Capabilities:

• Native or professional fluency in Mandarin (spoken and written).
• Ability to read and write in both Simplified Chinese and Traditional Chinese is strongly preferred.
• Professional working proficiency in English (mandatory for team communication, system tools, and source translations).

Work Arrangement:

• Based in Kuala Lumpur and able to commute to our office in Menara UOA Bangsar under a hybrid work model.
• Willingness to provide occasional coverage during peak holiday seasons and long weekends as required.

Experience & Competencies

• Fresh graduates with strong bilingual proficiency and high emotional intelligence are warmly welcome to apply.
• Prior experience in customer support, contact centers, e-commerce, or the online travel agency (OTA) sector is an added advantage.
• Clear, courteous, and effective verbal and written communication.
• Strong attention to detail, especially when reviewing and validating translated text.
• Ability to manage shifting priorities between live customer support queues and offline translation tasks.
• Tech-savvy and eager to learn internal customer service systems, CRM tools, and communication suites.