Customer Service Representative (Mandarin Speaker Immediate Joiner)

About us

WELSEND MALAYSIA SDN BHD is a dynamic and growing organisation dedicated to delivering exceptional customer service across diverse markets. We pride ourselves on building strong relationships with our clients through professionalism, efficiency, and a commitment to excellence. Our team is composed of passionate individuals who are driven to make a positive impact in everything we do. We believe in fostering a supportive work environment where every team member can thrive and develop their career.

About the role

We are seeking a Customer Service Representative (Mandarin Speaker Immediate Joiner) to join our customer service team in Kuala Lumpur on a full-time basis. This is an excellent opportunity for a Mandarin-speaking professional who can start immediately and is eager to make an immediate contribution to our growing organisation. In this role, you will be the front line of our customer interactions, providing support, resolving queries, and ensuring every customer receives the highest standard of service. Your ability to communicate effectively in Mandarin will be crucial as you assist our diverse customer base and contribute to building lasting client relationships.

Key responsibilities

1. Handle incoming customer enquiries via telephone, email, and other communication channels with professionalism and courtesy
2. Provide accurate information about products and services, addressing customer questions and concerns promptly
3. Resolve customer issues and complaints in a professional manner, escalating matters when necessary
4. Maintain detailed and accurate records of all customer interactions using company systems
5. Identify and communicate customer feedback and suggestions to relevant departments for process improvement
6. Process customer requests, transactions, and documentation with accuracy and attention to detail
7. Achieve and maintain service quality targets and performance metrics as established by management
8. Follow company policies, procedures, and guidelines consistently to ensure compliance and quality standards
9. Collaborate effectively with colleagues and other departments to support customer satisfaction objectives
10. Engage with customers in Mandarin to ensure clear communication and understanding of their needs

What we're looking for

1. Fluent in Mandarin (both written and spoken) – this is essential for the role
2. Cantonese is an advantage
3. Proficiency in English for written and verbal communication
4. Previous experience in a customer service or call centre environment is preferred
5. Strong communication and interpersonal skills with the ability to remain calm and professional under pressure
6. Excellent problem-solving abilities and a customer-focused approach to resolving issues
7. Ability to multitask and manage multiple customer interactions simultaneously
8. Proficiency with computer systems, databases, and CRM software
9. Strong attention to detail and accuracy in record-keeping and data entry
10. Ability to work independently as well as part of a team
11. Flexibility to adapt to changing priorities and work schedules
12. A positive attitude and genuine enthusiasm for delivering excellent customer service