Mandarin Speaking Customer Support Representative (on-site)

Passionate about the dynamic fields of tourism, hospitality, and online travel services? We are recruiting motivated, customer-focused Mandarin-Speaking Customer Support Specialists to expand our team in Penang—Malaysia's premier coastal technology hub.

In this role, you will represent a leading global online reservation platform. Your main goal will be to support international platform users and merchant partners, resolve software glitches, and deliver outstanding customer care.

Primary Duties & Responsibilities

As a Customer Experience Specialist, your daily tasks will involve:

• Multichannel Assistance: Handle incoming inquiries, requests, and concerns from platform users and business partners via live chat, telephone, and email in fluent Mandarin.
• Reservation Administration: Help clients schedule, adjust, or cancel bookings, process secure payments, and explain special promotional offers.
• Vendor Coordination: Serve as the primary connection between clients and third-party partners (such as hotels, eateries, and transport providers) to handle special requests or scheduling issues.
• Technical Support: Assist users with profile setup, app navigation issues, and payment processing errors.
• Brand Representation: Resolve challenging customer issues using empathy, patience, and strong composure to ensure a positive customer outcome.
• Record Keeping: Enter clear, organized records of customer interactions, feedback, and solutions into the corporate CRM system.

Candidate Requirements & Qualifications

Language Proficiency

• Mandarin: Fluent mastery across reading, writing, and speaking. Candidates must type quickly and comprehend both Traditional and Simplified Chinese characters easily.
• English: Minimum B2 level (Upper-Intermediate). Must feel confident operating English software, completing corporate training materials, and managing internal communications.

Education & Skills

• Academic Background: Holds a Diploma or Bachelor's Degree in any discipline (recent graduates in Communications, Hospitality, or Linguistics are welcome to apply).
• Work Experience: Background in customer service, call centers, or the hospitality/tourism sector is helpful, but not required.
• Technical Ability: Comfortable using mobile applications, adept at managing dual monitors, and able to maintain a typing speed of 40+ words per minute.
• Schedule Flexibility: Prepared to work a rotating shift schedule (including public holidays and weekends) to accommodate global user traffic.

Salary & Workplace Perks

Compensation & Health Benefits

• Earnings: Base monthly pay enhanced by shift allowances, language premiums, and attendance bonuses.
• Performance Rewards: Monthly financial incentives tied directly to achieving key operational targets.
• Healthcare Package: Comprehensive health, life, and medical insurance active starting on day one.
• Paid Time Off: Comprehensive annual leave, sick leave, and personal emergency leave allowances.

Work Environment & Career Development

• Modern Work Facilities: Work from an advanced corporate campus in Penang featuring on-site dining options, break rooms, and recreational areas.
• Career Advancement: Clear promotion pathways. Strong performers can advance into roles such as Team Lead, Quality Assurance Auditor, Corporate Trainer, or Operations Manager within 12 to 18 months.
• Professional Growth: Free access to certified training workshops and professional development programs.

Why Choose Penang?

Renowned as the "Silicon Valley of the East" and celebrated as Malaysia's food capital, Penang offers a unique combination of seaside views, a thriving tech economy, rich heritage, and an affordable lifestyle. It is an exceptional environment to advance your career within a warm, multicultural community.