Consumer Care Expert - Mandarin (Penang)

Overview

About the Role

We are looking for a Consumer Care Expert – Mandarin Speaking to join our team supporting a leading pet food project. The ideal candidate is passionate about delivering excellent customer experiences and enjoys helping pet owners with their enquiries.

You will be responsible for providing professional and empathetic support to consumers, resolving enquiries efficiently, and ensuring a positive customer experience.

Qualifications

• Mandarin-speaking, preferably at C1 level or above.
• Good command of English.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Empathetic, patient, and comfortable communicating with consumers.
• Good attention to detail and ability to multitask.
• Previous experience in Customer Service, BPO, Contact Centre, E-commerce, or Consumer Care is an advantage.
• Fresh graduates with strong communication skills are welcome to apply.
• Willing to work onsite at Livingston Tower, George Town, Penang.
• Willing to work according to the assigned working schedule/rotational shifts.

Responsibilities

• Handle consumer enquiries via phone, email, and chat.
• Provide accurate and professional information regarding pet food products, availability, and general product enquiries.
• Understand consumer concerns and provide appropriate solutions based on established guidelines.
• Handle complaints and sensitive consumer issues with empathy and professionalism.
• Assist consumers with product-related enquiries and escalate complex cases when necessary.
• Accurately record consumer interactions and update information in the relevant systems.
• Coordinate with internal teams to resolve consumer concerns efficiently.
• Maintain a high standard of service quality and customer satisfaction.
• Follow company policies, procedures, and quality standards.