Customer Support Specialist - Chinese speaking

Denave; Selangor; On-site; MYR 30,000 - 48,000; Full time

Job summary

Denave is hiring a Customer Support Specialist to manage post-sales escalations and ensure a seamless customer experience. The role focuses on Chinese market support in Mandarin and Cantonese, with strong English communication across teams.

You will resolve Level 2 escalations, coach L1 staff, and collaborate with Sales Ops, Legal, Logistics, and IT. The ideal candidate has 2+ years in customer service or escalation handling and is proficient in Microsoft Office and CRM platforms.

Qualifications

• 2+ years of experience in customer service or escalation handling or IT Support.
• Fluent in Mandarin, Cantonese, and English (spoken & written).
• Strong communication, problem-solving, and negotiation skills.
• Proficient in Microsoft Office and CRM platforms.

Responsibilities

• Be the main point of contact for Order Support in Chinese market.
• Resolve Level 2 escalations (returns, replacements, critical complaints).
• Support and coach frontline (L1) support teams and onboard new L2 staff.
• Collaborate cross-functionally with Sales Ops, Legal, Logistics, and IT.
• Analyse trends, improve SOPs, and contribute to QMS updates.
• Lead or support CX and change management initiatives.
• Prepare reports and share insights with key stakeholders.

Skills

Strong communication

Problem solving

Negotiation

Prioritization & adaptability

Tools

Microsoft Office

CRM platforms

Job description

We are hiring a Customer Support Specialist who will play a key role in managing complex post-sales escalations and ensuring a seamless customer experience. If you're a love to speak Chinese with strong communication skills in Customer experience, and English, this is your chance to join a dynamic and customer-focused team.

• Be the main point of contact for Order Support in Chinese market
• Resolve Level 2 escalations (returns, replacements, critical complaints)
• Support and coach frontline (L1) support teams and onboard new L2 staff
• Collaborate cross-functionally with Sales Ops, Legal, Logistics, and IT
• Analyse trends, improve SOPs, and contribute to QMS updates
• Lead or support CX and change management initiatives
• Prepare reports and share insights with key stakeholders
• Fluent in Chinese - Mandarin & Cantonese, and English (spoken & written)
• 2+ years of experience in customer service or escalation handling or IT Support
• Strong communication, problem-solving, and negotiation skills
• Proficient in Microsoft Office and CRM platforms
• Able to prioritize and adapt in a fast-paced environment

You’ll work at the heart of a high-performing, multicultural team where your language skills and customer-first mindset will directly impact service excellence and business outcomes.