Customer Service Executive (Mandarin) – Malaysia

Antasis; Malaysia; On-site; MYR 39,000 - 56,000; Full time

Job summary

Antasis in Malaysia is seeking a Customer Service Executive (Mandarin) to provide exceptional support to customers, resolve inquiries, and handle complaints. The role requires empathy, strong communication, and a commitment to delivering quality service.

Key duties include responding to inquiries across channels, accurate documentation in the CRM, and collaboration with internal teams to improve service quality.

Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• Experience in customer service is essential.
• Excellent verbal and written communication skills.
• Proficiency in CRM systems and Microsoft Office Suite.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional manner.
• Troubleshoot issues and collaborate with internal teams to resolve cases.
• Maintain accurate records in the CRM and generate reports on recurring issues.

Skills

Customer service

Communication skills

Empathy

Education

High school diploma

Bachelor’s degree preferred

Tools

CRM systems

Microsoft Office

Job description

Job Description: Customer Service Executive (Mandarin)

Overview

The Customer Service Representative is responsible for providing exceptional support to customers by resolving inquiries, addressing complaints, and ensuring overall satisfaction with the company’s products or services. This role requires strong communication skills, empathy, and a commitment to delivering outstanding customer experiences.

Key Responsibilities

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide accurate and clear information regarding products, services, policies, and procedures.
• Manage customer complaints effectively by identifying issues, offering appropriate solutions, and ensuring timely follow-up until resolution.

Problem-Solving & Collaboration

• Troubleshoot and resolve service-related concerns, escalating complex cases to the appropriate departments when necessary.
• Collaborate with internal teams to address customer needs and enhance overall service quality.
• Handle challenging situations with patience, empathy, and professionalism.

Documentation & Reporting

• Maintain accurate and detailed records of all customer interactions, complaints, and resolutions in the CRM system.
• Generate reports highlighting recurring customer issues and propose recommendations for service or process improvements.

Policy Compliance & Knowledge

• Ensure adherence to company policies, guidelines, and quality standards in all interactions.
• Stay updated on product/service changes to deliver correct and up-to-date information to customers.

Qualifications

• High school diploma or equivalent required (Bachelor’s degree preferred).
• Prior experience in a customer service role is essential.
• Excellent verbal and written communication skills.
• Proficiency in CRM systems and basic computer applications (e.g., Microsoft Office Suite).
• Strong knowledge of refund and cancellation processes.
• Critical thinking and comprehension skills.
• Strong problem-solving and conflict-resolution skills.
• Empathy, patience, and customer-focused mindset.
• Ability to multitask and perform effectively in a fast-paced work environment.
• High attention to detail and commitment to providing quality service.
• Office-based setup.
• Shift work is required, including weekends and holidays, depending on business needs.

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Job Overview

Location: Antasis Malaysia
Employment Type: Full-Time | Office-Based

Location: