Customer Service Executive (Mandarin speaking)

Identify customer issues and escalate complex cases to the appropriate department for resolution.

Job Summary:

The Customer Service Executive is responsible for providing excellent customer service by assisting customers with inquiries, resolving complaints, and ensuring positive customer experience. The role involves communicating with customers via phone, email, and chat, and working closely with other departments to resolve issues efficiently.

Key Responsibilities:

Customer Support

• Respond to customer inquiries and complaints through various channels (phone, email, chat) in a professional and timely manner.
• Provide accurate information about products, services, and policies.

Issue Resolution

• Follow up with customers to ensure issues are resolved satisfactorily.

Customer Relationship Management

• Build and maintain strong relationships with customers by understanding their needs and providing appropriate solutions.
• Gather customer feedback and provide insights for continuous service improvement.

Documentation and Reporting:

• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints.
• Prepare and submit reports on customer service activities, feedback, and areas for improvement.

Collaboration:

• Work closely with other departments, such as Sales, Marketing, and Technical Support, to address customer concerns and improve service delivery.
• Participate in team meetings and training sessions to stay updated on product and service knowledge.

Customer Engagement:

• Proactively engage with customers to provide information on new products, services, and promotions.
• Assist in onboarding new customers and providing necessary training on products or services.

Key Requirements:

• Education: Bachelor’s degree in Business, Communications, or related field is preferred.
• Language Skills: Fluent in Mandarin, English and Bahasa Malaysia (both written and spoken).
• Experience: Minimum 3-4 years of experience in customer service, preferably handling Mandarin-speaking customers.
• Strong problem-solving skills and a customer-centric mindset.
• Proficiency in using CRM systems and customer support tools.
• Ability to multitask and work effectively in a fast-paced environment.
• Candidates who are able to start immediately an added advantage.

Personal Attributes:

• High level of empathy and patience, especially in handling sensitive customer issues.
• Strong attention to detail and organizational skills.
• Cultural sensitivity and understanding of the needs and preferences of Mandarin-speaking customers.
• Ability to work independently and as part of a diverse team.

Job Type: Full-time

Pay: RM2,800.00 - RM3,500.00 per month

Benefits:

• Free parking
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Overtime pay