Customer Service Specialist

Cross Border Talents; Kuala Lumpur; On-site; MYR 42,000 - 50,000; Full time

Job summary

Cross Border Talents in Kuala Lumpur is seeking a Customer Service Specialist to support Mandarin-speaking clients and handle a range of inquiries to ensure a positive customer experience.

Fresh graduates are welcome; call centre experience is a bonus. Candidates should have a degree or diploma, at least 6 months in customer support, and strong technical troubleshooting abilities across mobile devices and PCs.

Qualifications

• Proficient in Mandarin at C1 level.
• English proficiency at B2 level (reading, writing, speaking, listening).
• Bachelor's Degree or Diploma or equivalent in any discipline.
• Minimum 6 months work experience in customer support (fresh grads with relevant degree/diploma welcomed).
• Experience in technical troubleshooting and resolving issues.

Responsibilities

• Provide comprehensive customer service support for inquiries related to orders, deliveries, payments, product pre-orders, pre-screening calls, and general questions.
• Deliver high-quality interactions, meeting call quality standards and customer satisfaction targets.
• Develop and maintain expertise in all Client Supported Products.
• Ensure innovation and quality in all customer interactions.
• Accurately capture required data in internal systems per training and procedures.
• Maintain awareness of the Client's strengths in the industry.
• Assist customers by answering queries about order status, changes, and delivery timeframes.

Skills

Mandarin C1

English B2

Customer support

Technical troubleshooting

Education

Bachelor's or Diploma

Job description

About the Location

Kuala Lumpur, Malaysia, is a vibrant capital city known for its diverse culture, modern infrastructure, and bustling urban life.

About the Position

Join our team in Kuala Lumpur as a Customer Service Specialist, providing essential support to clients. This role focuses on delivering excellent service in Mandarin, handling a variety of customer inquiries and ensuring a positive experience.

Additional Information

• Fresh graduates are welcomed to apply.


• Call centre experience is not a mandatory requirement but would be a distinct advantage.

Requirements

• C1 Mandarin level proficiency.


• B2 level English Language proficiency (reading, writing, speaking, and aural comprehension).


• Bachelor's Degree or at least a Diploma or equivalent in any discipline.


• Minimum of 6 months work experience in customer support in any industry (fresh graduates with a relevant degree/diploma are also encouraged to apply).


• Professional and/or personal technical troubleshooting experience.


• Familiarity with Mobile Operating Systems, Smartphones, Tablets, PCs, or laptops.


• Deep curiosity for understanding technology and a passion for continuous learning.


• Ability to use analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology.


• Confidence in navigating multiple systems and tools to research, comprehend, and deliver solutions to customers in real-time.


• Ability to self-manage and work independently in a fast-paced and highly demanding environment.


• Strong sense of professionalism, remaining positive, calm, and composed under pressure.


• Eagerness to receive feedback, embrace coaching, and demonstrate improvements.


• Effective time management strategy, including the ability to multi-task, prioritize, organize, and balance workload.

Responsibilities

• Provide comprehensive customer service support for inquiries related to post-order, delivery, payment, product pre-orders, product pre-screening calls, and general customer questions.


• Deliver high-caliber customer interactions, meeting client standards for call quality reports, call audits, and customer satisfaction.


• Develop and maintain strong working expertise in all Client Supported Products.


• Ensure innovation and quality in all customer interactions.


• Accurately capture all required data elements in internal systems according to training and operational procedures.


• Maintain a general awareness of the Client's strengths in the industry.


• Assist customers by answering queries relating to their order status, changes, and delivery timeframes.

Key Information

• Schedule: Rotational Shift 24/7 (5 days on, 2 days off)


• Gross Salary: Up to 4,500 RM (includes Language Allowance)


• Relocation: Relocation support is not provided.