Customer Service Executive I Mandarin Speaker I Bayan lepas, Penang

Role Overview

The Customer Service Executive will be responsible for managing customer enquiries across email, live chat, and phone channels while ensuring timely and accurate first-time resolution. This role supports regional telco, IT, and social media projects, requiring a service-focused mindset and strong communication skills.

Key Responsibilities

• Handle inbound customer enquiries via phone, email, and chat in a professional and courteous manner.

• Provide accurate information, troubleshoot basic issues, and ensure first-contact resolution wherever possible.

• Record and update all customer interactions in the internal systems with complete and accurate details.

• Escalate complex cases to the relevant teams in accordance with standard operating procedures and service levels.

• Adhere to project-specific workflows, compliance guidelines, and quality assurance standards.

• Maintain a high level of customer satisfaction through timely follow-up and problem resolution.

• Achieve performance targets including productivity, quality, attendance, and response time.

Requirements

• Minimum SPM qualification or equivalent.

• Ability to communicate in average English (spoken and written).

• Ability to read and write in Traditional Mandarin, and speak fluent Mandarin to support Taiwan-based customers.

• Fresh graduates and school leavers are encouraged to apply.

• Basic computer literacy and ability to navigate multiple systems.

• Strong customer-oriented attitude with patience, professionalism, and problem-solving skills.

• Willingness to work in a fast-paced and dynamic call centre environment.

Working Conditions

• Operates in a 24/7 rotational shift environment, including nights, weekends, and public holidays as required.

• Weekly shift rotations will apply, with the monthly schedule provided in advance.

• Candidates must have their own transport, as shift timings may not align with public transportation availability.

• Work will be based on-site at the designated office location.

Compensation & Benefits

• Base salary with monthly KPI incentives based on performance.

• Insurance benefits provided as part of the employment package.

• Additional allowances or overtime may apply in accordance with company policy.

• Comprehensive training and onboarding provided with opportunities for career progression.

Preferred Attributes

• Prior experience in customer service or call centre operations is an added advantage but not mandatory.

• Positive attitude, strong work ethic, and willingness to learn.

• Excellent interpersonal and listening skills with the ability to remain calm under pressure.

• Team player with a commitment to delivering excellent service.