Customer Service Advisor (Mandarin & Cantonese)

Join a multilingual customer service team supporting a global client in the e-commerce and digital services sector.

The Service Advisor role focuses on providing end-to-end customer support for a wide range of post-purchase and service-related inquiries. This includes assistance with order status, delivery information, payment queries, product pre-orders, product availability checks, and general customer support requests.

You will be part of a fast-paced international environment where quality, accuracy, and customer experience are key priorities.

Location: Livingston / Penang, Malaysia (On-site)
Employment Type: Full-time
Start Date: ASAP
Working Schedule: Monday–Sunday, 9:00–21:30 (rotational morning & afternoon shifts), 5 days work / 2 days off

Key Responsibilities

• Handle customer inquiries in Mandarin and Cantonese across phone, chat, and other communication channels
• Support customers with order tracking, delivery updates, payment issues, and product information
• Provide accurate and timely resolutions in line with service standards
• Capture and update all required data in internal systems and platforms
• Ensure high-quality customer interactions aligned with quality audits and KPIs
• Assist with general troubleshooting related to platforms, devices, or services where applicable
• Maintain professionalism and composure in a fast-paced support environment
• Follow operational procedures and compliance requirements

Requirements

Education & Language

• Bachelor's Degree or Diploma in any discipline
• Fluent Mandarin and Cantonese (spoken and written)
• Minimum B2 level English (reading, writing, speaking, listening)

Experience

• Minimum 6 months experience in customer service (any industry)
• Fresh graduates are welcome, especially from fields such as:
  English, Communication, Mass Communication, or related disciplines
• Call centre experience is an advantage but not mandatory

Skills & Competencies

Customer Service & Communication

• Strong customer-facing communication skills (phone, chat, or in-person experience acceptable)
• Ability to adapt communication style based on customer needs
• Strong focus on customer satisfaction and resolution ownership
• Ability to handle feedback and maintain professionalism under pressure

Technical & Analytical Skills

• Familiarity with mobile operating systems, smartphones, tablets, or computers
• Strong troubleshooting and analytical thinking skills
• Ability to identify and resolve issues using structured problem-solving methods
• Comfortable navigating multiple systems and tools simultaneously
• Interest in technology and continuous learning

Resilience & Performance

• Ability to work independently in a fast-paced environment
• Calm and composed under pressure
• Open to coaching, feedback, and continuous improvement
• Strong time management and multitasking ability
• Willingness to handle repetitive tasks while maintaining quality standards

Tier 2-Level Attributes (Advantageous)

• Advanced issue analysis and problem-solving skills
• Strong critical thinking and process improvement mindset
• Effective collaboration and knowledge sharing with peers
• Ability to maintain schedule adherence and customer commitments
• Strong composure in complex or escalated situations

Offer

• Malaysian salary package: RM 4,000 – RM 4,500 gross/month
• Monthly KPI bonus: up to RM 700
• 13-month salary package
• Structured training and onboarding program

Why This Role

This is a strong opportunity for multilingual customer service professionals to join a structured international support environment with exposure to complex customer interactions, technical troubleshooting, and service excellence standards in a global operations setting.