Customer Service Specialist (Cantonese Speaking)

About the Company

RushOwl develops an AI-driven Mobility-as-a-Service(MaaS) platform for public transportation and logistics players, but we are looking to create our own digitized transportation network as well!

We are on a mission to create a digitized transportation ecosystem where personalized transportation can be unlocked for the people, by the people within our RushOwl suite of products, ranging from direct B2C ride-sharing services to B2B Corporate Mobility Schemes. Our team spanning 3 countries (Singapore, Hong Kong, and India) operates in an open, fast-paced environment where every team member is recognized for their skills and accomplishments, rather than their designations.

About the Role

As a Customer Service Specialist, you will play a key role in supporting the Hong Kong Operations team and delivering outstanding customer support across our service platforms.

You will be the behind-the-scenes champion, constantly working to streamline processes and enhance customer satisfaction. You enjoy fast-paced environments, are confident in liaising across stakeholders in the passenger-driver ecosystem, and thrive on helping users resolve their queries efficiently.

You will represent the RushOwl brand as someone customers can trustowning operational and service-related issues end-to-end and ensuring that each interaction leaves a positive impact.

Your Main Responsibilities are, but not limited to:

Operations

• Handle operational requests such as trip planning, driver assignment, and schedule changes for Hong Kong services
• Process customer trip requests and ensure accuracy in execution
• Log and track incidents, customer reports, and follow-ups
• Work closely with the Hong Kong operations team to ensure service standards and KPIs are met

Customer Service

• Respond to customer enquiries via live chat, email, or phone in a timely and professional manner
• Resolve issues proactively and follow up on exceptions until closure
• Liaise across internal departments (e.g., operations, tech, driver support) to ensure prompt problem resolution
• Assist driver-partners in Hong Kong on servicing or maintenance-related needs
• Contribute to ongoing service improvements based on customer feedback

Our Ideal Candidate

Personality

• Independent & Self-Starter: Able to manage tasks and priorities autonomously
• Communicative & Open: Comfortable giving and receiving feedback
• Humble & Receptive: Eager to learn and grow from feedback
• Creative Thinker: Able to propose efficient solutions in real-time scenarios

Skillset

• Strong verbal and written communication skills in English and Cantonese
• Ability to manage cross-shift handovers and collaborate across time zones
• Good interpersonal and coordination skills
• Highly organized, detail-oriented, and able to multitask

Minimum Requirements:

• Must be based in Malaysia and legally authorized to work in Malaysia
• Fluent in Cantonese (spoken and written) to serve Hong Kong users effectively
• Minimum Diploma in any discipline
• At least 1 year of experience in customer service or operations support
• Proficient in Microsoft Office and Excel (macro knowledge is a plus)
• Analytical and performance-driven, with a strong service mindset