Customer Service Representative (Mainland China) - Normal Working Hours

About the role

We are seeking a Customer Service Representative (Mainland China) to join our dynamic team at Foundever Malaysia Sdn.Bhd. This is a full-time position based in Kuala Lumpur. In this role, you will be the voice of our company, delivering exceptional customer support to our Mainland China client base. You will be responsible for handling customer inquiries, resolving issues efficiently, and ensuring customer satisfaction through professional and courteous communication. This position plays a crucial role in maintaining our reputation and building long-term relationships with our valued customers during normal working hours.

Key responsibilities

• Handle inbound and outbound customer calls with professionalism and courtesy, addressing inquiries and concerns from Mainland China customers
• Process customer requests, transactions, and complaints accurately and efficiently using company systems and databases
• Provide product and service information to customers, explaining features, benefits, and solutions tailored to their needs
• Document all customer interactions comprehensively, maintaining accurate records for quality assurance and future reference
• Troubleshoot customer issues and escalate complex problems to appropriate departments or supervisors when necessary
• Follow established protocols, scripts, and guidelines whilst maintaining a natural and engaging conversational tone
• Meet or exceed performance targets, including call handling times, customer satisfaction ratings, and sales objectives
• Collaborate with team members and other departments to ensure seamless customer experiences
• Participate in training and development programmes to enhance product knowledge and customer service skills

What we're looking for

• Fluency in Mandarin Chinese (simplified characters preferred) and English, with excellent verbal and written communication skills
• Previous experience in a customer service, call centre, or customer support role is highly desirable
• Strong ability to listen actively, empathise with customers, and resolve issues diplomatically
• Excellent organisational and time management skills, with the ability to juggle multiple tasks and priorities
• Proficiency with computer systems, telephone systems, and customer relationship management (CRM) software
• Patience, resilience, and a positive attitude, particularly when handling challenging customer interactions
• Team player mentality with the ability to work collaboratively in a fast-paced environment
• High level of attention to detail and accuracy in data entry and record keeping
• Ability to adapt quickly to new processes, systems, and company policies
• A genuine passion for delivering outstanding customer service and contributing to customer success

What we offer

At Foundever Malaysia Sdn.Bhd, we are committed to supporting our employees and fostering a positive workplace culture. We offer a comprehensive benefits package designed to enhance your wellbeing and career development:

• Competitive salary package commensurate with experience and qualifications
• Opportunities for professional development and skills training programmes
• Clear career progression pathways within the organisation
• Health and wellness initiatives to support your physical and mental wellbeing
• A supportive and inclusive team environment that values diversity and collaboration
• Flexible working arrangements and work-life balance considerations
• Employee recognition programmes celebrating individual and team achievements
• Access to company facilities and employee discounts

About us

Foundever Malaysia Sdn.Bhd is a leading global business process outsourcing and customer engagement company. We partner with world-class brands to deliver exceptional customer experiences through our innovative solutions and dedicated teams. With a presence across multiple countries, we are committed to creating meaningful opportunities for our employees whilst maintaining the highest standards of service delivery. Our company culture is built on values of excellence, integrity, and customer-centricity. We believe in empowering our team members to achieve their full potential and fostering an environment where diverse talents thrive together. At Foundever, you'll be part of a vibrant, forward-thinking organisation that values your contributions and invests in your growth.

Apply now

Ready to join our team and make a difference? If you meet the qualifications above and are excited about delivering exceptional customer service to our Mainland China clients, we encourage you to submit your application today. Please include your resume, a cover letter highlighting your relevant experience, and any supporting documents. We look forward to hearing from you!