Job Description
Join IntouchCX, a leading customer experience company, and be part of a dynamic team delivering exceptional service to clients worldwide. We are currently seeking enthusiastic and dedicated Bilingual Customer Support Representatives (Mandarin) to support our growing operations in Kuala Lumpur.
As a key member of our customer service team, you will serve as the first point of contact for customers, providing top-notch support in both Mandarin and English. Your ability to communicate effectively across languages will help us maintain our reputation for excellence and build lasting relationships with diverse customer bases.
This is an exciting opportunity for individuals who thrive in fast-paced environments and enjoy helping others. You will receive comprehensive training, competitive compensation, and clear pathways for career advancement within our organization.
IntouchCX offers a supportive work culture that values diversity, teamwork, and continuous learning. If you are passionate about delivering outstanding customer experiences and want to grow your career with an industry leader, we encourage you to apply today.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in both Mandarin and English with professionalism and efficiency
- Provide accurate information about products, services, and company policies to resolve customer concerns
- Document all customer interactions, transactions, and resolutions in the CRM system while maintaining data integrity
- Meet or exceed individual KPIs related to response time, resolution rate, and customer satisfaction scores
- Escalate complex or unresolved issues to appropriate departments while ensuring timely follow-up
- Collaborate with team members and supervisors to improve processes and enhance service quality
- Stay updated on product knowledge, company updates, and industry trends through ongoing training sessions
Qualifications
- Fluent in Mandarin and English (both spoken and written) – candidates with HSK 4 or above certification will be preferred
- Minimum 1 year of experience in customer service, retail, or hospitality industries
- Strong interpersonal and communication skills with a customer-centric attitude
- Ability to multitask, prioritize workload, and work under pressure in a team environment
- Proficient in MS Office applications and comfortable learning new software systems
- High school diploma or equivalent; tertiary education is a plus
- Flexible to work rotating shifts, weekends, and public holidays as required
- Malaysian citizens or permanent residents are encouraged to apply