Job Summary
We are looking for an Email & Chat Support Specialist (Mandarin Speaker) to support Mandarin-speaking customers through non-voice channels only. The role focuses on handling customer inquiries via email and live chat, ensuring accurate and timely responses while delivering excellent customer experience.
Key Responsibilities
- Respond to customer inquiries via email and live chat only (no phone support)
- Provide accurate information regarding products, services, orders, or reservations
- Handle customer requests, follow-ups, and issue resolution professionally
- Document interactions clearly and update cases in the system
- Ensure service level agreements (SLAs) and quality standards are met
- Escalate complex cases to relevant teams when necessary
- Maintain a high level of customer satisfaction and professionalism
Qualifications & Requirements
- Fluent in Mandarin (written and spoken)
- Good command of English
- Minimum 1 year of customer service experience (email/chat experience is an advantage; fresh graduates are welcome)
- Strong written communication skills in Mandarin
- Basic computer skills and ability to navigate multiple systems
- Detail-oriented with good time management skills
- Willing to work on-site in Penang
- Able to work shifts, including weekends or public holidays (if required)
