Specialist - Social Media (Mandarin Speaker)

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technical support company in Kuala Lumpur seeks individuals to provide support for HONOR smartphones and digital devices through non-voice channels. Candidates should be fluent in English and Mandarin, with knowledge of electronics and a background in customer service. The ideal applicant has experience in a contact center environment and is familiar with e-commerce platforms. This role offers a competitive salary between RM3800 and RM4050 and includes performance bonuses.

Benefits

Attractive Basic Salary

Performance-related bonus

Qualifications

• At least 6 months customer service-related work experience, preferably in a contact center.
• Experience in escalation teams for mobile phones/PC technical support is an advantage.
• Knowledge of e-commerce platforms like Lazada and Shopee.

Responsibilities

• Provide Technical Support for HONOR smartphones and devices via non-voice channels.
• Handle user questions, complaints, and inquiries.
• Escalate issues that cannot be resolved within SLA.
• Track escalated problems until closure.
• Provide customer solutions with cross-sell and upsell opportunities.

Skills

Excellent command of spoken and written English

Excellent command of spoken and written Mandarin

Ability to communicate natively in Bahasa Malaysia

Basic understanding of mobile phone troubleshooting

Customer service experience

Education

Graduates from college or above, preferably in Electronics or related field

Job description

Responsibilities

Provide Technical Support for HONOR smartphones and other devices such as tablets, PCs, Modems, etc via non-voice channels such as chat, social media, and email platforms.

Mainly handles and answers user questions, complaints and inquiries.

Escalates technical problems/complaints that cannot be resolved within SLA to relevant teams.

Performs systematic tracking of escalated problems until they are closed.

Able to effectively provide Customer solutions with cross sell and upsell opportunities based upon Customer needs.

Able to communicate and adapt to different types of customers.

Responds to customer and seller inquiries regarding online merchandise or service orders through Inbound Chat.

Assists customers and sellers with product selection, answer basic pre-sales questions, and suggest various product options that are available.

Skills Required

Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, e-commerce, management, etc.

Excellent command of spoken and written English and Mandarin.

Able to communicate natively in Bahasa Malaysia.

At least 6 months’ customer service‑related work experience, preferably in a contact centre environment.

Basic understanding of mobile phone (android) troubleshooting is required.

One (1) years’ experience in the escalation team for mobile phones/PC technical support or experience in repairing mobile phones/PC is an added advantage.

Must have basic knowledge of products being sold in E-Commerce platforms such as Lazada, Shopee, Tik Tok Shop, etc.

Having ecommerce working experience will be an added advantage.

The Package

Attractive Basic Salary - English & BM & Mandarin (RM3800- RM4050)

Performance related bonus for confirmed staff.

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