Mandarin Speaking Customer Support Representative (on-site)

Location: Penang, Malaysia (Relocation Support Provided)

Are you driven by the fast-paced realms of tourism, hospitality, and digital travel solutions? We are looking for vibrant, service-oriented Mandarin-Speaking Customer Support Specialists to join our growing team in Penang—Malaysia's premier coastal technology hub.

In this role, you will represent a leading international digital booking application. Your mission will be to assist global consumers and commercial vendors with platform navigation, resolve technical glitches, and deliver top-tier service.

Core Responsibilities

As a Customer Experience Specialist, your day-to-day duties will encompass:

• Multi-Channel Assistance: Address inbound inquiries, requests, and disputes from platform users and business partners via telephone, live chat, and email in fluent Mandarin.
• Reservation Administration: Help clients book, alter, or cancel itineraries, handle secure financial transactions, and explain exclusive app promotions.
• Vendor Relations: Serve as the primary intermediary between travelers and third-party service providers (such as accommodations, eateries, and transit companies) to handle booking overlaps or unique requirements.
• App Troubleshooting: Walk users through profile setups, software navigation issues, and payment processing complications.
• Brand Representation: Diffuse tense customer situations using empathy, composure, and strong emotional intelligence to ensure a positive resolution.
• Record Keeping: Log accurate details of customer communications, feedback, and resolutions into the company CRM software.

Candidate Qualifications

Language Competency (Mandatory)

• Mandarin: Near-native or native proficiency (written, oral, and reading) is essential. Candidates must be adept at typing quickly and interpreting both Simplified and Traditional Chinese script.
• English: Minimum B2 (Upper-Intermediate) level. You must be capable of understanding corporate training modules, engaging in internal business communication, and utilizing English-language operating systems.

Professional Profile & Education

• Education: Holds at least a Diploma or a Bachelor's Degree in any discipline. (Recent graduates majoring in Hospitality, Communications, or English linguistics are highly encouraged to apply).
• Experience: Background in customer success, call centers, or the hospitality sector is advantageous but not mandatory.
• Technical Literacy: Proficient with mobile technology, comfortable managing multi-screen setups, and capable of maintaining a typing speed of 40+ WPM.
• Flexibility: Ready to thrive in a dynamic setting and work on a rotational shift schedule (covering weekends and public holidays) to accommodate global users.

Compensation & Employee Benefits

Financial & Medical Perks

• Base Salary & Incentives: Competitive monthly compensation augmented by shift differentials, language premiums, and attendance bonuses.
• Performance Rewards: Monthly financial bonuses tied to KPI achievements.
• Health Coverage: Premium medical, life, and health insurance effective from your start date.
• Paid Time Off: Comprehensive annual leave, sick leave, and compassionate leave allocations.

International Relocation Package (For Applicants from Mainland China)

To ensure a smooth transition to Malaysia, we provide a comprehensive relocation bundle:

• Work Visa Sponsorship: Full administrative and financial coverage for your Malaysian Employment Pass.
• Airfare Coverage: A complimentary one-way ticket from mainland China to Penang.
• Initial Housing: 30 days of fully paid accommodation in a hotel or serviced apartment while you secure permanent housing.
• Settling-In Allowance: Financial support to offset initial relocation costs.
• Arrival Concierge: Airport greeting by local HR staff, along with hands-on assistance for setting up a local bank account and purchasing a mobile SIM card.

Workplace Environment & Career Pathing

• Modern Workspace: Work from a state-of-the-art, inclusive corporate office in Penang featuring on-site dining, relaxation lounges, and recreational spaces.
• Career Progression: Clear pathways for upward and lateral mobility. Successful agents can transition into roles like Team Lead, Quality Assurance Auditor, Corporate Instructor, or Operations Manager within 12 to 18 months.
• Skill Enrichment: Free access to accredited professional training and interpersonal skill development programs.

Why Choose Penang?

Dubbed the "Silicon Valley of the East" and celebrated as Malaysia's food capital, Penang seamlessly blends historic architecture, thriving tech centers, coastal views, and an affordable lifestyle. It is the perfect location to establish a global career within a welcoming, diverse environment.

How to Apply

To submit your application, please select "Apply Now" and upload your current resume in English. Eligible candidates will be contacted via email to schedule a preliminary phone screening and an online language assessment.