Customer Service Specialist -Mandarin Speaker

Voicecomm; Subang Jaya; On-site; MYR 2,500 - 3,500; Full time

Job summary

Voicecomm in Subang Jaya, Malaysia is seeking a customer service professional to handle inbound/outbound calls, resolve vehicle and service inquiries, and log every interaction in the operations system.

Requirements include multilingual fluency (Mandarin, Bahasa Malaysia, English) and a minimum of SPM or Diploma. Fresh graduates welcome; CRM/call center experience is a plus. Shifts from 08:00 to 20:00, including weekends and public holidays.

Qualifications

• Fluent in Mandarin, Bahasa Malaysia and English.
• Fresh graduates welcome with strong communication.
• Experience in customer service or call center is a plus.
• Familiarity with CRM or call center systems preferred.

Responsibilities

• Handle inbound and outbound voice-channel calls and follow-ups.
• Assist customers with vehicle- and service-related inquiries and record interactions accurately.
• Process cases per SOP and escalate when required.
• Own escalated cases end-to-end until closure.
• Conduct CSAT callbacks and complete questionnaires on time.
• Apply empathy and de-escalation techniques with professionalism.

Skills

Multilingual (Mandarin, Bahasa Melayu,

Excellent communication skills

Customer service experience

Education

SPM or Diploma

Tools

CRM

Call center systems

Job description

• Handle all voice-channel business, including answering inbound customer calls and making outbound follow-up / callback calls.
• Assist customers in resolving vehicle- and service-related enquiries and problems, and accurately record every interaction in the operations system.
• Process cases according to standard operating procedures, or escalation them through the defined escalation process where required.
• For escalated cases, monitor progress according to the process and follow through until the case is closed — take end-to-end ownership of every case, regardless of issue type.
• Conduct customer satisfaction (CSAT) call-back surveys according to the schedule and quota assigned by management, and complete valid questionnaires on time.
• Apply empathy and de-escalation techniques to calm and reassure customers, maintaining a professional and courteous manner at all times.

Requirements

• Language Requirements: Proficient in Mandarin, Bahasa Malaysia and English.
• Minimum Education Requirement: SPM (Sijil Pelajaran Malaysia) or a Diploma in any field.
• Preference will be given to candidates with at least 1 year of experience in customer service or call center operations / Retails; experience in the automotive industry is a plus.
• Fresh graduates with excellent communication skills are also welcome to apply.
• Familiarity with basic computer operations; experience with CRM (Customer Relationship Management) or call center systems is preferred.
• Possess good listening and communication skills, patience, and excellent emotional management abilities when dealing with difficult customers.
• Willingness to work in shifts (operating hours are from 08:00 to 20:00), including weekends and public holidays.