Customer Service Professional - Mandarin

SRG Asia Pacific; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur is seeking a Customer Service Professional to engage customers and resolve complaints efficiently. Candidates should possess a diploma/degree, and fluency in Mandarin and English is required. Responsibilities include managing inquiries, achieving KPIs, and ensuring customer satisfaction. Ideal applicants will demonstrate strong communication, problem-solving skills, and a positive, enthusiastic attitude. This role requires working under pressure and may include public holidays and weekends.

Qualifications

• Prior experience in customer service, particularly in contact/call centers, is preferred.
• Ability to perform effectively under pressure.
• Positive attitude and goal-oriented mindset.

Responsibilities

• Engage customers via telephone, providing prompt and helpful information.
• Manage a high volume of inquiries professionally.
• Resolve calls within agreed Service Level Agreements (SLAs).
• Drive individual Key Performance Indicators (KPIs).
• Present, promote, and sell products/services.

Skills

Customer service skills

Proficient in Mandarin

Proficient in English

Strong communication abilities

Problem-solving skills

Education

Diploma/Degree qualification

Job description

Are you ready to make a difference as a Customer Service Professional (CSP)? Join us and become an expert in resolving customer complaints over the phone with warmth and efficiency. Your role will involve engaging customers with a positive attitude, managing a high volume of inquiries, and ensuring top-tier service delivery.

DUTIES AND RESPONSIBILITIES:

Engage customers via telephone, providing prompt and helpful information.

Manage a high volume of inquiries professionally to meet and exceed productivity goals.

Resolve calls within agreed Service Level Agreements (SLAs) for customer satisfaction.

Drive individual Key Performance Indicators (KPIs) and collaborate on team objectives.

Uphold strict confidentiality and integrity with customer information.

Present, promote, and sell products/services to existing and prospective customers.

Adapt to additional duties assigned by Management to support team success.

REQUIREMENTS:

Diploma/Degree qualification preferred for international applicants.

Prior experience in customer service, particularly in contact/call centers, is preferred.

Proficient in spoken and written Mandarin and English.

Desired attributes include a positive attitude, enthusiasm, attention to detail, reliability, ethical conduct, and goal orientation.

Customer service skills such as attentiveness, empathy, patience, persuasion, strong communication abilities, and problem-solving skills.

Ability to perform effectively under pressure, including availability on public holidays and weekends.

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