Run Cross-Team Client Operations With Mandarin and English Fluency
Great client outcomes speak two languages: precision and clarity. This opportunity centers on bilingual coordination, turning requests into structured plans, data into insight, and updates into confidence. Designed for professionals fluent in Mandarin and English, the work balances project tracking, reporting, and collaboration-proving that when communication is crisp, success doesn't get lost in translation.
Job Description
As a Bilingual Customer Success Associate (Mandarin & English), you will support global clients through bilingual (Mandarin and English) coordination across ongoing projects and operational workflows. You'll manage reporting and analytics, track deliverables, and partner closely with production, sales, and technical teams to ensure smooth execution, accurate outputs, and continuous process improvement-while enabling clients through clear communication and structured training support.
Job Overview
Employment type: Full-time
Shift: Shifting (Weekends Off)
Work setup: Onsite - Kuala Lumpur, Malaysia
Exciting Perks Await!
- Day shift schedule
- Fixed weekends off
- Government benefits
- Eight (8) days annual leave
- Career growth opportunities
- Diverse and supportive work environment
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
The Qualifications We Seek
- Bachelor's degree required
- 2-3 years of relevant experience in customer success, client operations, project coordination, or consultative support
- (Pure call center, retail, frontline service, or data entry experience does not meet this requirement)
- Fluency in Mandarin and English (spoken and written), with confidence handling professional client communication and documentation
- Demonstrated experience supporting clients in a consultative or advisory capacity, including onboarding, issue resolution, and ongoing account or service coordination
- Proven exposure to project tracking, reporting, and cross-functional collaboration
- Hands-on experience using Salesforce, JIRA, and Confluence (or similar CRM and project management tools)
- Strong ability to analysedata, prepare reports, and support operational or performance reviews
- Experience delivering client training, walkthroughs, or documentation
- High attention to detail with the ability to manage multiple projects simultaneously
- Clear, professional communication skills across regions and teams
- Adaptable, process-driven, and comfortable working across multiple systems
- Strong problem-solving skills with a continuous improvement mindset
- Collaborative and team-oriented, with experience working alongside sales, operations, product, or technical teams
- Proficiency in Microsoft Office and digital collaboration tools
Your Daily Tasks
- Communicate client requests and presentation requirements to production teams
- Enter data into the proprietary production tracking system and maintain detailed online notes for each project
- Assist in quality checks of final outputs and external communications
- Coordinate with the accounting department to ensure accurate project billing
- Gather and relay product statistics and reports to sales and product teams
- Work with the technical support team to identify and escalate common support issues
- Report to management on performance metrics and team activities
- Respond to client inquiries via email, web-based applications, and phone
- Intake new project requests and follow up on missing information
- Answer client questions about various products and services
- Assist clients with access issues related to presentations
- Train clients on the use of new or updated products
- Update team and manager on project developments
- Create and manage reports and presentation materials for internal and external use
- Research and resolve missing, inaccurate, or unclear information in client billing reports
- Join additional projects, services, or special opportunities as needed
- Suggest and apply process improvements to increase efficiency
- Stay updated on current services and product offerings
About the Client
Our client is a global technology provider supporting secure, high-stakes communication between financial institutions and their stakeholders. Trusted worldwide for compliant digital roadshows, conferencing, and secure document distribution, they are known for reliability, confidentiality, and round-the-clock client support across international markets.
Welcome to Emapta Malaysia!
At Emapta, we believe in building careers that resonate with passion, purpose, and the vibrant spirit of Malaysia. Our diverse roster of over 1,000 international clients spans various industries, offering you a dynamic platform to showcase your skills and make a meaningful impact on a global scale. For over a decade, we have helped companies adapt to ever-changing market needs by providing access to a wide range of talent, office solutions, and more. Our mission is to hone your skills and help you reach the top and become part of the top 1% talent in Malaysia
Emapta is more than just a company; it's a tight-knit community that values the unique blend of professionalism and Malaysian warmth. Ou organization embodies a culture that encourages innovation, collaboration, and continuous learning. Share your passion and enthusiasm across the globe and enjoy the flexibility to thrive in your career while savoring the joys of life outside the office.
Be part of Emapta's story - a story that values diversity, celebrates success, and embraces the colorful culture of Malaysia.
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