Senior Bilingual Client Support Specialist (Mandarin & English)

What You'll Do

• Handle complex or escalated customer cases within the queue
• Own complaint investigations that require deeper review before escalation to the Assistant Manager
• Mentor and buddy new hires during onboarding, reinforcing systems and process proficiency
• Provide informal quality spot-checks and floor support during peak periods
• Step in as the point of contact for the Malaysia team when the Assistant Manager is occupied with cross-market duties
• Flag recurring process or training gaps to the Assistant Manager

What We're Looking For

• Diploma or Bachelor's degree in any field
• Bilingual in English & Mandarin is required
• Minimum 2 years of experience in customer service or BPO preferred
• Demonstrated ability to independently handle escalated or sensitive customer interactions
• Prior mentorship, buddy, or subject-matter-expert experience is a plus
• Willing to work rotating shifts, Operating hours are 9AM-6PM, Monday to Sunday, including public holidays (5 days working per week)
• Must have successfully completed and passed the PCEIA General Insurance examination

Location

• UOA Business Park, Shah Alam

Tip: This is a great opportunity to start your career, gain valuable experience, learn new skills, and grow within the company with opportunities for future promotion.