Customer Service (mandarin Speaker)

Career International; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A hiring firm in Cyberjaya is seeking customer service representatives to ensure service delivery meets KPIs. Candidates should have SPM qualifications, strong bilingual communication skills, and a customer service orientation. Responsibilities include understanding customer needs, providing resolutions, and maintaining professionalism. The role offers benefits such as annual leave, medical insurance, and a five-day work week.

Benefits

Annual Leave

Medical and Hospitalisation Leave

Medical Insurance

5 Working Days

Qualifications

• SPM qualification with relevant certification.
• Six months of experience preferred but fresh graduates are welcomed.
• Ability to communicate effectively in both local language and English (B2 level).

Responsibilities

• Ensure service delivery meets contractual Key Performance Indicators.
• Clarify customer requirements and provide resolutions.
• Greet customers courteously in a professional manner.

Skills

Customer service orientation

Strong computer navigation skills

Bilingual communication (English and local language)

Attention to detail

Multi-tasking ability

Education

SPM and above with certificate

Job description

Requirements

• SPM and above (with certificate)
• Six months of relevant experience preferred / Fresh graduates welcomed to apply
• Courteous with strong customer service orientation
• Strong computer navigation skills, keyboarding skills, internet surfing and PC knowledge
• Ability to effectively communicate, both written and verbally as a bilingual speaker for first language of support as well as English (B2). (With basic understanding to industry related terminologies).
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast‑paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required

Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• 5 Working Days
• Medical Insurance