Customer Service Executive (Mandarin Speaker)

MOVA; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service company based in Kuala Lumpur is seeking a Customer Care Executive to manage customer inquiries through phone, WhatsApp, email, and in-person channels. The successful candidate will deliver a personalized customer experience, maintain records of customer interactions, and collaborate with internal teams for effective service management. Strong communication and problem-solving skills are essential for achieving customer satisfaction. This is a full-time role under the supervision of the Chief Operations Officer.

Qualifications

• Ability to handle customer enquiries across multiple channels such as phone and live chat.
• Experience in troubleshooting service or technical issues.
• Competence in maintaining accurate records of customer interactions.

Responsibilities

• Handle customer inquiries via various channels.
• Deliver a positive and personalized customer experience.
• Maintain up-to-date records of customer interactions.
• Participate in service quality training and improvement initiatives.

Skills

Communication skills

Customer service orientation

Problem-solving skills

Empathy

Job description

MOVA MY - JD - Customer Care Executive

Location: Kuala Lumpur, Malaysia
Employment Type: Full-time
Reporting Manager: Chief Operations Officer (COO)

Customer Support & Issue Resolution

• Handle customer enquiries via phone, WhatsApp, email, live chat, and in-person channels when required.
• Provide accurate information regarding products, services, promotions, and processes.
• Respond promptly and professionally to customer complaints, enquiries, and requests.
• Troubleshoot basic service or technical issues and escalation complex cases to relevant teams.
• Follow up on open cases to ensure timely and satisfactory resolution.
• Consistently meet or exceed customer satisfaction standards.

Customer Experience Management

• Deliver a positive, personalized, and solution-oriented customer experience.
• Build trust through friendly, empathetic, and professional communication.
• Identify recurring customer pain points and suggest improvements.

Administrative & Reporting Responsibilities

• Maintain accurate and up-to-date records of all customer interactions in the system.
• Generate reports on customer feedback, common issues, trends, and performance metrics.
• Support the development and maintenance of FAQs, knowledge base articles, and SOPs.

Collaboration & Continuous Improvement

• Work closely with internal departments to resolve customer-related issues.
• Participate in service quality training, coaching, and performance reviews.
• Proactively suggest improvements to customer experience, service efficiency, and workflows.
• Uphold the organization’s brand values through professional and empathetic communication.
• Perform other duties as assigned by the Reporting Manager or Management from time to time.