Customer Service Executive (Mandarin Speaking) 客服专员（需会华语）

Alfawise International (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service company in Kuala Lumpur is seeking a Customer Support Representative to handle inquiries and resolve issues related to orders and payments. The ideal candidate should possess strong communication skills in Mandarin and English, with a minimum of SPM or Diploma. Responsibilities include order processing, providing product information, and ensuring positive customer experiences. Fresh graduates are encouraged to apply for this role, which requires strong interpersonal skills and attention to detail.

Qualifications

• Must be able to communicate in Mandarin and English for effective collaboration.
• Strong interpersonal and communication skills are essential.
• Detail-oriented, attentive, and trustworthy with a focus on customer service.

Responsibilities

• Handle inquiries via phone, email, and WhatsApp in a professional manner.
• Ensure timely and accurate order processing.
• Resolve issues related to customer orders and payments.
• Stay updated on new products and guide customers on digital tools.
• Deliver positive customer experiences and encourage loyalty.

Skills

Strong interpersonal skills

Problem-solving skills

Communication in Mandarin and English

Ability to work in a team

Detail-oriented

Education

Minimum SPM or Diploma in any field

Job description

Roles & Responsibilities

• Customer Support & Communication
  • Handle inquiries via phone, email, and WhatsApp in a timely and professional manner.
  • Assist with registration, renewal, account updates, product info, promotions, policies, and procedures.
  • Build positive relationships through friendly, solution-oriented communication.
• Order Processing & Fulfillment
  • Provide accurate product and service information.
  • Ensure timely and accurate order processing.
  • Coordinate with warehouse/logistics to track shipments and resolve delivery issues.
• Troubleshooting & Problem Resolution
  • Resolve issues related to orders, payments, back-office system, and accounts.
  • Handle complaints with a focus on customer satisfaction.
  • Escalate complex cases to relevant departments when necessary.
• Training & Knowledge Updates
  • Stay updated on new products, promotions, and policies.
  • Guide members/customers on digital tools (back office, e-wallet, mobile app).
  • Participate in training to enhance service skills.
• Customer Experience & Retention
  • Deliver positive experiences at every touchpoint.
  • Follow up to ensure successful resolution of issues.
  • Share updates on new launches and benefits to encourage loyalty.

Ideal Candidate Profile

• Education: Minimum SPM or Diploma in any field (fresh graduates are encouraged to apply).
• Languages: Must be able to speak and write in both Mandarin and English to ensure effective communication with our Taiwan team.
• Communication: Strong interpersonal and clear communication skills.
• Personal Qualities: Attentive, detail-oriented, patient, empathetic, and trustworthy.
• Skills: Prioritize efficiently, adapt to challenges, think critically, and work well in a team.