Customer Service Lead (mandarin speaker)

Adecco; Petaling Jaya; On-site; MYR 35,000 - 50,000; Full time

Job summary

A well-established company in Malaysia seeks a Customer Service Specialist to enhance its order-to-cash processes and manage product repair queries. This role is pivotal in delivering exceptional customer service and requires fluency in English, Mandarin, and/or Cantonese, alongside a minimum of 5 years in customer services. Join a dynamic team with a history of excellence in customer service and a commitment to customer satisfaction.

Qualifications

• Minimum 5 years of experience in customer service or sales administration.
• Direct experience handling order-to-cash processes highly advantageous.
• Strong problem-solving abilities and customer-focused attitude.

Responsibilities

• Manage order processing, invoicing, and payment monitoring.
• Handle customer inquiries regarding product repairs and services.
• Coordinate with authorized service centers and keep customers informed.

Skills

Fluent in English

Fluent in Mandarin

Fluent in Cantonese

Problem-solving

Customer-focused attitude

Effective communication

Education

Minimum SPM or higher education

Tools

CRM systems

Repair tracking systems

Order processing software

Job description

3 days ago Be among the first 25 applicants

Our client is a German-based company known for its high-quality household appliances. In Southeast Asia, they operate through local subsidiaries, including in Singapore, which serves as its regional headquarters. The company also has a strong presence in Malaysia, managing direct sales, customer service and are focused on providing premium kitchen solutions, offers in person and virtual cooking experiences to demonstrate the capabilities of its products. With dedicated offices and teams in both Singapore and Malaysia, they continues to expand its market reach and support for customers in the region.

About the Job

We are seeking a dedicated and customer-oriented individual to join the team. The role is critical in ensuring seamless execution of the order-to-cash process, as well as addressing repair and service queries for their premium product. As part of our Customer Care team, you’ll play a vital role in representing our high-quality products and services to valued customers. You’ll join a diverse, dynamic team, contributing to a company with more than 140 years of history and global success. If you’re passionate about delivering exceptional customer service and creating positive experiences, and you have the qualifications and language skills we’re looking for, we encourage you to apply

Job Description

1. Order-to-Cash Process:

• Manage order processing, invoicing, and payment monitoring to ensure timely and accurate delivery.
• Liaise with logistics and warehouse teams to track shipments and resolve delivery issues.
• Maintain and update customer records and transactions in the system.

2. Repair and Service Coordination:

• Handle customer inquiries and complaints regarding product repairs and services.
• Coordinate with authorized service centers to schedule repairs and ensure effective resolution.
• Keep customers informed about repair progress and provide timely updates.
• Deliver exceptional support via phone, email, or chat to Mandarin/Cantonese-speaking customers.
• Resolve customer queries with professionalism, empathy, and efficiency.
• Proactively identify opportunities to enhance the overall customer experience.
• Work closely with the Customer Care & Sales Administration Manager to align on priorities, policies, and procedures.
• Cooperate with internal teams to resolve complex cases and improve service standards.
• Assist in guiding Customer Care Representatives on SOPs and customer service systems/tools when required

5. Processes and Improvements:

• Support the development and streamlining of customer care processes to enhance efficiency and accuracy.
• Provide feedback and insights to the management team to improve overall operations.

Requirements

• Minimum SPM or higher education, equivalent qualifications in business administration, customer service, or a related field is preferred.
• Open to travel
• Minimum 5 years of experience working in customer service, sales administration, or a similar role.
• Direct experience handling order-to-cash processes is highly advantageous.
• Fluent in English, Mandarin and/or Cantonese is essential to support the needs of diverse customers.
• Familiarity with CRM system and other customer service platforms.
• Experience with repair tracking systems or order processing software will be advantageous
• Strong problem-solving abilities and a customer-focused attitude.
• Effective communication and interpersonal skills, with the ability to manage escalation cases calmly.
• Ability to handle challenging customer interactions professionally and effectively.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Retail Appliances, Electrical, and Electronic Equipment

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