Customer Service Executive I Mandarin Speaker I Iskandar, Johor

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

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Handle inbound customer enquiries via phone, email, and chat in a professional and courteous manner.

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Provide accurate information, troubleshoot basic issues, and ensure first-contact resolution wherever possible.

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Record and update all customer interactions in the internal systems with complete and accurate details.

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Escalate complex cases to the relevant teams in accordance with standard operating procedures and service levels.

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Adhere to project-specific workflows, compliance guidelines, and quality assurance standards.

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Maintain a high level of customer satisfaction through timely follow-up and problem resolution.

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Achieve performance targets including productivity, quality, attendance, and response time.

Requirements

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Minimum SPM qualification or equivalent.

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Ability to communicate in average English (spoken and written).

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Ability to read and write in Traditional Mandarin , and speak fluent Mandarin to support Taiwan-based customers.

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Fresh graduates and school leavers are encouraged to apply.

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Basic computer literacy and ability to navigate multiple systems.

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Strong customer-oriented attitude with patience, professionalism, and problem-solving skills.

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Willingness to work in a fast-paced and dynamic call centre environment.

Working Conditions

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Operates in a 24/7 rotational shift environment , including nights, weekends, and public holidays as required.

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Weekly shift rotations will apply, with the monthly schedule provided in advance .

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Candidates must have their own transport , as shift timings may not align with public transportation availability.

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Work will be based on-site at the designated office location.

Compensation & Benefits

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Base salary with monthly KPI incentives based on performance.

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Insurance benefits provided as part of the employment package.

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Additional allowances or overtime may apply in accordance with company policy.

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Comprehensive training and onboarding provided with opportunities for career progression.

Preferred Attributes

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Prior experience in customer service or call centre operations is an added advantage but not mandatory.

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Positive attitude, strong work ethic, and willingness to learn.

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Excellent interpersonal and listening skills with the ability to remain calm under pressure.

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Team player with a commitment to delivering excellent service.