Job Description
Join KAALI HR as a Mandarin Customer Support professional in Kuala Lumpur and be part of a dynamic team that delivers topānotch service to Chineseāspeaking customers. In this role, you will handle a mixed workload of 80% nonāvoice interactions (live chat and email) and 20% outbound/inbound voice calls, all conducted in Traditional Mandarin. Your primary goal will be to resolve queries promptly, maintain high satisfaction scores, and uphold the company's reputation for excellence.
Key responsibilities include managing realātime chat conversations, drafting clear email replies, handling phone calls with empathy, documenting case notes, and escalating complex issues to the appropriate department. You will also contribute to continuous improvement by reporting trends and suggesting process enhancements.
The ideal candidate is a native Mandarin speaker with a friendly attitude, strong communication skills, and the ability to multitask in a fastāpaced environment. Prior experience in a contact centre or with CRM tools is advantageous but not mandatory; comprehensive training will be provided.
KAALI HR offers a competitive salary of RMāÆ4,000āRMāÆ4,600 per month, a structured oneāmonth onboarding programme, and opportunities for career growth within the organization. If you are looking for a rewarding position where your language skills make a difference, we encourage you to apply today.
Responsibilities
- Respond to customer inquiries via live chat and email with accurate, timely solutions.
- Conduct outbound and inbound voice calls while maintaining professionalism and empathy.
- Document all interactions in the CRM system, ensuring data integrity and compliance.
- Identify and escalate complex issues to supervisors or specialized teams when necessary.
- Collaborate with team members to meet performance targets and improve service quality.
- Stay updated on product knowledge, policies, and procedures through regular training.
- Contribute to process improvements by providing feedback based on customer interactions.
- Maintain a positive brand image by representing KAALI HR professionally at all times.
Qualifications
- Native or fluent speaker of Traditional Mandarin (reading, writing, and speaking).
- Minimum SPM/IGCSE or equivalent; diploma or degree is a plus.
- Proven ability to handle multiple communication channels simultaneously.
- Strong problemāsolving skills and a customerācentric mindset.
- Excellent verbal and written communication skills in Mandarin and English.
- Comfortable using computers, MS Office, and CRM platforms.
- Willingness to work shifts, including weekends and public holidays if required.
- Prior experience in customer support or call centre environment is advantageous but not essential.