Job Description

About the job Mandarin Customer Service Specialist

Who we are
We serve some of the world's best brands from our centres of excellence in Singapore, Malaysia, Thailand, the Philippines, Hong Kong, China, Japan, Spain, Colombia, Romania, and India. We specialize in perfecting our clients' customer experience and elevating their sales. Our company has won over 270 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions.

Job Responsibilities:

As a Mandarin Customer Experience Specialist, you will be working with our Hospitality Account to deliver #happier customer experience. This team will be on the front lines working with our users every day and will partner with our Product team to improve user experience.

You are also required to perform these job functions:

• Provide friendly and efficient service to the travel community of our clients.
• Be the first point of contact to handle and resolve customer complaints.
• Respond professionally to inbound phone calls, including urgent situations.
• Identify and escalate issues appropriately.
• Compose thoughtful and accurate messages or customize prepared responses to customer emails.
• Research information and troubleshoot problems using available resources.
• Arbitrate in situations between users.
• Monitor and control numerous concurrent tasks in tandem.
• Proactively and independently work to meet targets and goals
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of the company

Job Requirements:

• Preferably 1 year of working experience in the customer service field. However, fresh graduates are encouraged to apply.
• Candidate must possess at least an SPM, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, or any field.
• Must be available for a regular schedule of 40 hours a week, one that spans weekends and holidays as our customers need us. Shifts may include evening or early morning hours.
• Possess excellent Mandarin verbal and written communication skills, and have average English communication skills.
• Must be immediately available to start work as soon as possible.
• Patience, empathy, and a unique ability to manage stress.
• Skilled and eloquent in writing.
• Strong communication and interpersonal skills.
• Ability to work under pressure and adapt quickly to adverse situations.
• Technical aptitude and the ability to pick up new technology quickly.
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
• Familiarity with ticketing systems.
• Experience with policy work, or help resource project management
• Previous, demonstrable experience with creation of online help resources
• Early adopter of technology.

Working Hours
24/7 rotational basis, 5 working days (might include weekends and public holidays)

Position Type
Permanent

Salary Range
MYR 2,800 - MYR 5,000 (Basic) + MYR 600 (KPI)

Location
Menara Kembar Bank Rakyat, Brickfields, Kuala Lumpur

Consultant in-charge
Phoebe Loke | | +6016-211 7443
Crystal Wang | | +6012-272 4015
Victor Hew | | +6016-229 2513