Mandarin Speaking Customer Support Representative (on-site)

Are you enthusiastic about the fast-paced industries of travel, hospitality, and digital booking platforms? We are actively seeking driven, service-oriented professionals who are fluent in Mandarin to join our expanding team in Penang—Malaysia's leading coastal tech hub.

In this position, you will act as a key representative for a premier international online booking platform. Your primary responsibility will be assisting global users and business partners, troubleshooting system issues, and providing exceptional service experiences.

Key Roles & Daily Responsibilities

• Omnichannel Service: Manage inbound questions, requests, and concerns from clients and commercial partners through real-time messaging, phone calls, and email in fluent Mandarin.
• Booking Management: Aid customers with creating, modifying, or canceling reservations, handling transaction payments, and detailing marketing promotions.
• Partner Relations: Function as the chief liaison between platform users and external service providers (including hotels, restaurants, and transportation vendors) to resolve special accommodations or scheduling conflicts.
• Platform Support: Help users troubleshoot account setup, mobile app functionality, and billing difficulties.
• Brand Ambassadorship: Address complex customer concerns with high empathy, composure, and professionalism to maintain outstanding satisfaction levels.
• Data Management: Log detailed, accurate summaries of customer cases, inquiries, and resolutions within our enterprise CRM system.

Desired Qualifications & Profile

• Mandarin Capability: Full fluency across speaking, writing, and reading. Candidates must demonstrate fast typing speed and comfort with both Simplified and Traditional Chinese script.
• English Capability: Upper-Intermediate (B2 level) minimum. Ability to comfortably use English interface tools, complete corporate instruction, and handle internal team communication.
• Educational Background: Diploma or Bachelor's Degree in any field (recent graduates majoring in Hospitality, Mass Communication, or Languages are encouraged).
• Work Background: Prior experience in client-facing roles, contact centers, or travel and tourism is an asset, though entry-level applicants are considered.
• Technical Aptitude: Adept at navigating smartphone applications, working with dual-screen systems, and typing at a speed of at least 40 words per minute.
• Work Availability: Willingness to work flexible shift rotations (including weekends and official holidays) to support international user volume.

Compensation & Employment Perks

• Competitive Pay: Base monthly salary supplemented by language differentials, shift compensation, and attendance incentives.
• Performance Bonuses: Monthly financial rewards granted for meeting key service metrics.
• Health Coverage: Full medical, dental, and life insurance benefits starting from your first day of employment.
• Leave Benefits: Generous allowances for vacation, medical leave, and personal time off.
• Modern Campus: Enjoy a state-of-the-art workplace in Penang equipped with employee break areas, dining facilities, and lounge spaces.
• Professional Growth: Clear avenues for promotion. High-performing specialists can step into Team Leader, Quality Specialist, Trainer, or Operations Manager roles within 12 to 18 months.
• Skill Enhancement: Complimentary access to certified learning programs and skill-building courses.

Why Penang?

Known as the "Silicon Valley of the East" and famed for its legendary culinary scene, Penang combines a booming technology sector and vibrant cultural history with scenic coastal living and a reasonable cost of living. It serves as an ideal setting to grow your career within a diverse, welcoming atmosphere.