Customer Service Representative

Role - Customer Service Representative – Mandarin & English (Bilingual)

Location – Penang 

Job type- Permanent role 

Exact Work Timings: 6am - 3pm/ 3pm - 12am

Mode of Work: On-site

Key Responsibilities

• Provide professional customer support in both Mandarin and English.

• Handle guest inquiries, requests, and concerns in a timely and courteous manner.

• Deliver personalized service while maintaining the standards of a luxury hospitality brand.

• Assist customers with reservations, bookings, account-related inquiries, and general information.

• Resolve customer concerns efficiently while ensuring customer satisfaction.

• Accurately document customer interactions and follow established procedures.

• Collaborate with internal teams to ensure seamless customer experiences.

• Maintain high levels of professionalism, empathy, and service excellence in every interaction.

Education

• Minimum SPM qualification or equivalent.

• Diploma or Degree holders are encouraged to apply.

Language Requirements

• Mandarin: C1 proficiency or above (spoken and written).

• English: B2 proficiency or above (spoken and written).

Preferred Background

Candidates with experience in the following industries are highly encouraged to apply:

• Hotel Front Desk / Guest Services

• Hospitality Industry

• Cabin Crew / Flight Attendant

• Luxury Retail

• Concierge Services

• Customer Service or Customer Experience roles

• Any customer-facing role involving direct interaction with customers or guests

Skills & Competencies

• Excellent communication and interpersonal skills.

• Strong problem-solving and conflict-resolution abilities.

• Customer-centric mindset with a passion for delivering exceptional service.

• Ability to multitask and work in a fast-paced environment.

• Professional appearance and demeanor.

• Strong attention to detail and organizational skills.

Work Requirements

• Willing to work on rotational shifts, including weekends and public holidays.

• Willing to work onsite.

• Able to work in a dynamic and fast-paced environment.