Mandarin CIC Agent: Elevate Customer Care

Sime Darby Auto Connexion Sdn Bhd; Petaling Jaya; On-site; MYR 33,000 - 60,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Education support

Dental

Sports (Gym)

Parking

Health screening

Annual leave

Optical

Miscellan

Job summary

Sime Darby Auto Connexion Sdn Bhd is seeking a Customer Interaction Center (CIC) Agent in Malaysia to deliver exceptional service across multiple channels. The role focuses on handling inquiries, feedback, and complaints for BYD vehicles and services with Mandarin-speaking customers.

Ideal candidates have 3+ years in customer service, fluency in Mandarin, English, and Bahasa Malaysia, and proficient CRM/Microsoft Office skills.

Qualifications

• 3+ years in customer service, contact/call center, or complaint management.
• Mandarin proficiency required due to interaction with Chinese-speaking customers.
• Proficient in English and Bahasa Malaysia.
• Strong communication, interpersonal and problem-solving skills.
• Experience using CRM or case management systems preferred.
• Proficient in Microsoft Office applications.

Responsibilities

• Handle inquiries, feedback, and complaints via telephone, email, and CRM systems.
• Attend inbound calls and conduct outbound follow-ups for timely resolution.
• Manage and monitor complaint cases in the CRM, documenting updates and resolutions.
• Respond professionally to email inquiries while adhering to service standards.
• Coordinate with dealerships, service centers, and internal departments to resolve issues.
• Maintain detailed records of interactions, updates, and resolutions in CRM.
• Escalate complex cases and monitor progress to closure.
• Participate in team discussions and case reviews to identify recurring issues and improvement initiatives.
• Perform administrative duties related to customer case management and reporting.
• Deliver outstanding experiences while achieving service quality, productivity, and satisfaction targets.

Skills

Mandarin proficiency

English proficiency

Bahasa Malaysia

Communication

Problem-solving

Multitasking

Tools

CRM systems

Microsoft Office

Job description

Sime Darby Auto Connexion Sdn Bhd is seeking a Customer Interaction Center (CIC) Agent in Malaysia to deliver exceptional service across multiple channels. The role focuses on handling inquiries, feedback, and complaints for BYD vehicles and services with Mandarin-speaking customers.

Ideal candidates have 3+ years in customer service, fluency in Mandarin, English, and Bahasa Malaysia, and proficient CRM/Microsoft Office skills.