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.