We are looking for a Customer Service (Mandarin Speaker) who is passionate about delivering exceptional customer service while also contributing to continuous service improvement and customer journey insights.
This role is ideal for individuals who enjoy interacting with customers but also want exposure to data, reporting and cross-functional collaboration, not just handling inbound enquiries.
Responsibilities:
- Respond to and manage customer enquiries, complaints, suggestions, and commendations received via phone and live chat, ensuring timely and professional resolution.
- Deliver high-quality service by providing accurate information, offering appropriate solutions and maintaining positive customer relationships to enhance overall satisfaction.
- Identify customer needs and relay feedback to relevant departments while ensuring timely and accurate data entry.
- Continuously monitor and improve quality assurance, customer satisfaction, response times, enquiry handling, conversion rates, and customer feedback to enhance service excellence and achieve internal and HQ KPI targets.
- Responsible for conducting outbound calls to customers who are due for scheduled servicing, with the objective of facilitating service appointment bookings and improving customer retention.
- Compile and prepare monthly customer service performance reports, highlighting customer insights, recurring issues and areas for improvement.
- Identify frequently asked questions and recommend process or service enhancements to improve efficiency.
- Collaborate closely with sales, after sales and management teams to ensure smooth information flow and consistent customer experience.
- Escalate urgent issues or critical customer complaints to the appropriate teams promptly.
Requirements:
- Possess at least a Diploma or Degree in any field.
- Strong written and verbal communication skills, with active listening abilities.
- Prior experience in a call center environment is required.
- Detail-oriented, organized and capable of managing multiple enquiries efficiently.
- Positive attitude, strong teamwork spirit and a customer-first mindset.
- Proficient in English, Chinese and Malay (both written and spoken).
