Mandarin Customer Service Representative | Live Chat

Emapta; Kuala Lumpur; Remote; MYR 36,000 - 60,000; Full time

Benefits offered by this job

15 days annual leave

Upskilling via Emapta Academy

Job summary

Emapta Malaysia is hiring a Mandarin Live Chat Customer Service Representative to manage multiple conversations and deliver fast, accurate solutions. This full-time, work-from-home role offers permanent remote work, international exposure, and career stability.

The ideal candidate holds a diploma or higher, is fluent in written and spoken Mandarin, and has at least 1 year in customer service with live chat. You’ll join a Top 1% talent program and access Emapta Academy courses.

Qualifications

• Diploma or higher qualification required
• Professional-level Mandarin proficiency in writing and speaking is required
• At least 1 year of customer service experience with live chat
• Ability to manage multiple conversations through chat-based support platforms
• Experience in BPO, customer experience, digital services, tech, e-commerce or similar environments preferred
• Familiarity with CRM systems, ticketing platforms, and digital support tools

Responsibilities

• Provide professional support via live chat, email and phone with timely, accurate resolutions
• Assist customers with account inquiries, platform navigation, and basic technical issues
• Explain platform features, security requirements, processes, and procedures clearly
• Escalate complex issues to internal teams and monitor resolution
• Document customer interactions and case updates in CRM and support tools
• Meet service, quality and productivity targets while supporting the team

Skills

Mandarin proficiency

Live chat experience

Multitasking

Independent remote work

Education

Diploma or higher qualification

Tools

CRM systems

Ticketing platforms

Job description

Mandarin Live Chat Excellence for International Digital Customer Service

Employment Type: Full time

Work Setup: Work from home

Job Description

Your Mandarin proficiency, Diploma qualification, and live chat experience distinguish you in today's digital customer service landscape. Put all three to work as a Mandarin Live Chat Customer Service Representative, managing simultaneous customer conversations and delivering fast, accurate solutions that protect service quality and customer confidence. Award-winning Emapta gives specialized multilingual professionals access to international opportunities without sacrificing flexibility-combining permanent remote work, continuous development, international exposure, career stability, and a Top 1% experience designed to help Top 1% talent succeed long term.

Qualifications

• Diploma, Bachelor's degree, or higher qualification is required
• Professional-level Mandarin proficiency in both written and spoken communication is required
• At least 1 year of customer service experience with hands-on Live Chat support
• Proven ability to manage multiple simultaneous customer conversations through chat-based support platforms
• Experience in BPO, customer experience, digital services, technology, e-commerce, or similar environments is preferred
• Familiarity with CRM systems, ticketing platforms, and digital customer support tools
• Strong communication, problem-solving, documentation, and attention-to-detail skills
• Ability to multitask, work independently in a remote environment, and manage a high volume of customer interactions
• Willingness to work rotating day, afternoon, and night shifts, including weekends and public holidays

Responsibilities

• Provide professional customer support through live chat, email, and phone, delivering timely and accurate resolutions
• Support customers with account inquiries, platform navigation, service information, and basic technical concerns
• Explain platform features, account security requirements, service processes, and customer procedures clearly and accurately
• Escalate complex customer issues to appropriate internal teams and monitor cases through successful resolution
• Maintain accurate documentation of customer interactions and case updates using CRM and support systems
• Consistently achieve customer service, quality, and productivity targets while contributing to overall team success
• Work from home arrangement
• Fifteen (15) days annual leave
• Diverse and supportive work environment
• Unlimited upskilling through Emapta Academy courses

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Malaysia: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a winner in the 2026 Inspiring Workplaces Awards Asia, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.