IT Support Engineer (Mandarin Speaker)

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global service provider is seeking a Call Centre Agent (Technical) who speaks Mandarin to assist customers via phone and other channels. Responsibilities include addressing inquiries, resolving complaints, and documenting interactions. Applicants should have a technology-related degree and possess strong customer service and troubleshooting skills. Preferred qualifications include proficiency in Mandarin, English, and Malay. This role requires shift work and the ability to collaborate in a team environment.

Qualifications

• Must be able to speak, read and write proficiently in Mandarin, English, and Malay.
• Technology-related degree with experience in helpdesk or desktop support.
• Good IT troubleshooting and problem-solving abilities.

Responsibilities

• Provide timely and accurate responses to customer inquiries.
• Address and resolve customer complaints effectively.
• Document customer interactions and feedback in the CRM system.
• Continuously look for ways to enhance service processes.

Skills

Mandarin language proficiency

Customer service skills

Technical troubleshooting

Team collaboration

Education

Technology-related degree

Tools

CRM systems

Windows

MacOS

iOS

Android

Video conferencing technologies

Job description

Call Centre Agent (Technical) - Mandarin Speaker

Respond to Customer Inquiries: Provide timely and accurate responses to customer inquiries via phone, email, live chat, and other communication channels.

Handle Complaints Professionally: Address and resolve customer complaints effectively, ensuring customer satisfaction and retention.

Escalate Complex Issues: Identify and elevate complex or unresolved issues to appropriate departments or senior staff for further resolution.

Maintain Accurate Records: Document customer interactions, transactions, and feedback in the CRM system, ensuring accurate and up-to-date information.

Seek Process Improvements: Continuously look for ways to enhance service processes and contribute to improving customer service protocols.

Meet Performance Targets: Work towards achieving individual and team performance goals, including response times, customer satisfaction scores, and other key performance indicators.

Job Requirements

• Language Expertise: Mandarin language (Speak, read and write)
• Education & Experience: Technology-related degree with experience in helpdesk or desktop support.
• Technical Skills: Familiarity with Windows, MacOS, iOS, Android, networking, and video conferencing technologies.
• Language Requirement: Must be able to speak, read and write proficiently in Mandarin, English and Malay.
• Able to work on shifts and weekends.
• Communication & Customer Service: Ability to explain technical issues clearly to non-technical users. Strong customer service skills to handle user frustrations politely.
• Problem Solving & Troubleshooting: Good IT troubleshooting and problem‑solving abilities.
• Team Player: Collaborative and adaptable in a multicultural environment.
• Self‑Motivated: Open to learning and adaptable to change.
• Task Management: Capable of prioritizing and managing tickets efficiently within SLA.
• Assist in handling more complex incidents independently together with standard T1 before escalating to T2 engineers.
• Assist in documenting solutions and training materials to improve team knowledge.
• Maintain high service efficiency by refining workflows and identifying areas for optimization.
• Work Style: Team player, self‑motivated, and adaptable to change.

Company Overview

Transcosmos launched operations in 1966. Since then we have combined superior people with the latest technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers cost reduction services (contact center, back‑office services for HR/Finance, sales departments, order management and supply chain management, and system development and operation) and sales expansion services (big data analysis, internet advertising, website development and operation, smartphone/SNS utilization, and telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of the e‑commerce market on the global scale, transcosmos has been providing a comprehensive one‑stop global e‑commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos won the fourth consecutive year for five‑star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the global digital transformation partner of our clients, supporting the clients’ transformation by leveraging digital technology and responding to the ever‑changing business environment.