Mandarin-Speaking Multichannel Support Specialist

Travel Recommends Sdn Bhd; Ipoh; On-site; MYR 28,000 - 45,000; Full time

Job summary

Travel Recommends Sdn Bhd in Ipoh is seeking a customer service professional to handle enquiries via phone, WhatsApp, email, and social media. You will provide timely, accurate responses and resolve issues to preserve high customer satisfaction.

Requirements include a Diploma or equivalent, 1–2 years in a similar role, and strong English and Mandarin skills. The role involves 12-hour shifts, 4 days per week, with potential overtime as needed.

Qualifications

• Diploma or equivalent qualification in any relevant field.
• Minimum 1–2 years of experience in customer service, call centre, or a similar role.
• Experience handling customer enquiries via phone, WhatsApp, email, and social media is preferred.
• Good communication skills in English, both written and verbal.
• Proficient in Mandarin to better serve our Mandarin-speaking customers.
• Strong customer service, communication, and problem-solving skill.
• Able to multitask, work independently, and collaborate effectively with different departments.
• Willing and able to work on a shift basis, including night shifts.
• Required to work 4 days per week on a 12-hour shift schedule, including weekends and public holidays as required.
• Willing to work OT when required to support business and operational needs.

Responsibilities

• Handle customer enquiries and requests via phone calls, WhatsApp, email, and social media channels.
• Provide timely, accurate, and professional responses while maintaining a high level of customer satisfaction.
• Manage customer complaints and service-related issues, ensuring appropriate follow up and resolution.
• Provide Level 2 (L2) support for escalated and more complex customer issues.
• Coordinate with relevant departments to investigate and resolve escalated cases.
• Monitor, record, and update customer interactions and case details accurately in the system.
• Follow up on outstanding cases to ensure timely resolution and closure.
• Escalate unresolved or critical issues to the appropriate team or management when required.
• Ensure all customer interactions comply with company policies, procedures, and service standards.
• Support other customer service and operational activities as assigned by manager or duty supervisor.

Skills

Customer service

Communication

Problem solving

English proficiency

Mandarin proficiency

Education

Diploma or equivalent

Tools

CRM systems

MS Office

Job description

Travel Recommends Sdn Bhd in Ipoh is seeking a customer service professional to handle enquiries via phone, WhatsApp, email, and social media. You will provide timely, accurate responses and resolve issues to preserve high customer satisfaction.

Requirements include a Diploma or equivalent, 1–2 years in a similar role, and strong English and Mandarin skills. The role involves 12-hour shifts, 4 days per week, with potential overtime as needed.