Remote Mandarin Live Chat Support Specialist

Emapta; Kuala Lumpur; Remote; MYR 39,000 - 73,000; Full time

Benefits offered by this job

Work from home

15 days annual leave

Diverse and supportive environment

Upskilling through Emapta Academy

Job summary

Emapta in Malaysia is seeking a Mandarin Live Chat Customer Support Representative to work from home. You will handle live chat, email, and phone inquiries, guiding users through digital processes and maintaining high service quality across rotating schedules.

The role requires professional Mandarin proficiency, 1 year of customer service experience with live chat, and a diploma or higher qualification. Flexible shifts including nights and weekends may be necessary.

Qualifications

• Minimum 1 year of customer service experience with direct Live Chat support
• Professional-level Mandarin proficiency, written and spoken
• Diploma, Bachelor's degree, or higher qualification
• Flexible to work rotating day, afternoon, night, weekend, and public holiday schedules
• Experience handling multiple customer conversations through chat-based support platforms
• Background 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
• Able to multitask effectively, manage several active conversations, and work independently in a remote setup

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

Skills

Mandarin proficiency

Live chat support

Customer service

Multitasking

Education

Diploma or higher

Tools

CRM systems

Ticketing platforms

Digital support tools

Job description

Emapta in Malaysia is seeking a Mandarin Live Chat Customer Support Representative to work from home. You will handle live chat, email, and phone inquiries, guiding users through digital processes and maintaining high service quality across rotating schedules.

The role requires professional Mandarin proficiency, 1 year of customer service experience with live chat, and a diploma or higher qualification. Flexible shifts including nights and weekends may be necessary.