Customer Service Executive (Mandarin)

Position Title: Customer Service Executive – Mandarin (Omnichannel & Localization)

Employment Type: Full-Time, 6 months contract.

Department: CRM

Location: Menara UOA Bangsar, Kuala Lumpur (Hybrid)

Working Schedule: Monday – Friday (with scheduled flexibility for peak holiday seasons)

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ROLE PURPOSE

We are looking for an empathetic, articulate, and detail-oriented Customer Service Executive (Mandarin) to join our customer operations team. In this hybrid role, you will act as a primary brand touchpoint for Mandarin-speaking customers across voice, live chat, and email channels.

In addition to day-to-day customer service, you will serve as a language and localization specialist—translating and verifying critical business documentation, CRM communications, and product launch materials between English and Mandarin.

KEY RESPONSIBILITIES

Omnichannel Customer Support (Primary Focus)

• Provide frontline support to customers in fluent Mandarin and English across voice/telephony, live chat, and email ticketing systems.
• Address and resolve customer inquiries regarding bookings, schedule changes, ticketing policies, cancellations, refunds, and payment issues.
• Maintain a customer-first approach, prioritizing live customer queues during peak operational hours to ensure quick response and resolution times.
• Troubleshoot customer complaints empathetically, escalating complex technical or operational issues to internal specialist teams when needed.

Localization & Document Translation

• Perform accurate English-to-Mandarin translations and verifications for business and customer-facing materials, including:
• Product launch documentation and user guides.
• CRM messaging templates, automated email notifications, and in-app prompts.
• Help center articles, FAQs, and operational policy updates.
• Ensure translated content is natural, contextually accurate, and adheres to linguistic nuances across both Simplified Chinese and Traditional Chinese.
• Verify and review translated copy on staging or live platforms prior to major product or campaign releases.

Operational Collaboration & Flexibility

• Coordinate with internal teams—including Product, Marketing, and Operations—to provide language feedback and clarify technical context.
• Identify recurring customer pain points and provide suggestions to optimize customer workflows and help documentation.
• Provide scheduled coverage during occasional public holidays or peak travel surges (e.g., Golden Week, festive holiday seasons).

REQUIREMENTS

Language Capabilities:

• Native or professional fluency in Mandarin (spoken and written).
• Ability to read and write in both Simplified Chinese and Traditional Chinese is strongly preferred.
• Professional working proficiency in English (mandatory for team communication, system tools, and source translations).

Work Arrangement:

• Based in Kuala Lumpur and able to commute to our office in Menara UOA Bangsar under a hybrid work model.
• Willingness to provide occasional coverage during peak holiday seasons and long weekends as required.

Experience & Competencies

• Fresh graduates with strong bilingual proficiency and high emotional intelligence are warmly welcome to apply.
• Prior experience in customer support, contact centers, e-commerce, or the online travel agency (OTA) sector is an added advantage.
• Clear, courteous, and effective verbal and written communication.
• Strong attention to detail, especially when reviewing and validating translated text.
• Ability to manage shifting priorities between live customer support queues and offline translation tasks.
• Tech-savvy and eager to learn internal customer service systems, CRM tools, and communication suites.