Customer Service Representative - Mandarin

Connect Global Customers Through Mandarin Expertise and Premium Automotive Service

Create conversations that turn first-time customers into loyal advocates! Join Emapta as a Customer Service Representative and support automotive service operations through professional communication, appointment coordination, and proactive customer engagement. Help Australian dealerships deliver consistent customer experiences while developing your expertise, expanding your international exposure, and building a long-term career among top 1% talent.

Job Overview

• Employment type: Full-time
• Shift: Day Shift, Weekends Off
• Work setup: Onsite, Malaysia

Exciting Perks Await!

• Day shift schedule
• Fixed weekends off
• Government benefits
• Fifteen (15) 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

Professional Experience

• 0 to 1 year of relevant customer service experience, preferably in customer support, contact center operations, or appointment coordination

Communication & Language Proficiency

• Excellent verbal communication skills and professional telephone etiquette
• Strong spoken and written English proficiency
• Proficiency in spoken Mandarin (required)

Customer Service & Interpersonal Skills

• Empathetic, polite, and customer-oriented approach to customer interactions
• Strong attention to detail and awareness of data privacy and confidentiality requirements
• Adaptable, coachable, and solution-focused attitude toward customer concerns and service challenges

Technical & Digital Skills

• Proficiency in Customer Relationship Management (CRM) systems, Dealer Management Systems (DMS), and other digital tools for customer service and administrative tasks

Professional Attributes

• Energetic and personable demeanor, strong work ethic, and genuine enthusiasm for continuous learning

Your Daily Tasks

Inbound Customer Service & Enquiry Management

• Respond to inbound customer enquiries through phone and digital communication channels on behalf of automotive dealerships.
• Provide accurate information on service quotations, appointment availability, and general service enquiries.
• Follow up on customer requests and outstanding enquiries to ensure timely responses and satisfactory resolutions.

Service Appointment Management

• Manage new service appointments, advance bookings, reschedules, cancellations, and rebookings.
• Confirm service appointments and provide timely reminders to improve customer attendance and dealership efficiency.
• Update appointment records to maintain accurate service schedules and customer information.

Outbound Customer Engagement

• Conduct outbound calls to remind customers of upcoming, overdue, or lapsed vehicle service requirements.
• Contact customers to confirm service appointments, advance bookings, and upcoming dealership events.
• Perform post-service and post-delivery follow-ups to assess customer satisfaction and strengthen customer relationships.
• Coordinate additional appointments and rebookings for recommended service items.

Customer Experience & Relationship Management

• Engage customers to assess satisfaction, address service-related concerns, and promote positive dealership experiences.
• Share relevant service reminders, appointment details, and customer updates to ensure proactive communication.

CRM Administration & Data Accuracy

• Verify customer information, update CRM records, and maintain accurate data across dealership systems.
• Complete administrative tasks related to customer interactions, service appointments, and follow-up activities.
• Protect customer confidentiality and comply with established data privacy and information management standards.

Key Performance Indicators (KPIs)

• Customer Satisfaction Survey Scores: Maintain positive customer satisfaction results through professional and responsive service.
• Business Experience Survey Results: Contribute to favorable customer feedback and dealership service experiences.
• Appointment-to-Visit Conversion Rates: Improve the conversion of confirmed service appointments into actual dealership visits.
• Interaction Volume: Meet established targets for inbound calls handled and outbound calls completed.
• Accuracy and Quality of Service: Maintain accurate customer records and consistently meet service quality standards.
• Response Time and Responsiveness Metrics: Respond promptly to customer enquiries and meet established service timeframes.

About the Client

Our client is an Australian customer relationship management and marketing solutions provider with over two decades of industry experience. They specialize in automotive CRM software, appointment management, automated customer communications, digital marketing, and contact center services. Supporting dealerships and automotive groups across Australia and New Zealand, they streamline service bookings, improve customer engagement, and strengthen brand loyalty. Through innovative technology, SMS automation, and personalized customer interactions, they help automotive businesses enhance operational efficiency, build lasting relationships, and deliver exceptional service experiences.

Join the Top 1% Talent. A Better Career. A Better Life.

At Emapta, we believe in building careers that resonate with passion, purpose, and the vibrant spirit of Malaysia. Our diverse roster of over 1,200 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.

Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta is more than just a company; it's a tight-knit community that values the unique blend of professionalism and Malaysian warmth. Our 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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