Job Responsibility Provide exceptional customer service to Mandarin-speaking customers via online channels (e.g., live chat, email, social media) and phone calls. Respond to customer inquiries, addressing their questions and resolving their issues promptly and professionally in both Mandarin and English. Assist customers with navigating online platforms, understanding products/services, and completing transactions. Document customer interactions accurately and comprehensively in the customer service database. Identify and escalate complex or unresolved issues to senior team members or other relevant departments. Actively listen to customer concerns, demonstrate empathy, and strive to find mutually agreeable solutions. Proactively identify opportunities to improve the customer experience and provide feedback to the team leader. Maintain a thorough understanding of company products, services, and policies to effectively assist customers. Contribute to a positive and collaborative team environment. Job Requirements Provide exceptional customer service via online channels (chat, email, social media) and phone, addressing inquiries and resolving issues promptly and professionally. Communicate fluently and effectively in both Mandarin and English, catering to a diverse customer base. Demonstrate strong active listening skills to understand customer needs and provide tailored solutions. Utilize problem-solving skills to identify the root cause of customer issues and implement effective resolutions. Exhibit empathy and patience when dealing with frustrated or upset customers, ensuring a positive customer experience. Manage and resolve conflicts effectively, escalating complex issues to senior team members when necessary. Maintain accurate records of customer interactions and resolutions in the company&aposs CRM system. Collaborate with other team members to improve customer service processes and ensure consistent service delivery. Stay up-to-date on company products, services, and policies to provide accurate and informative support. Adhere to company&aposs customer service standards and guidelines to ensure customer satisfaction. Job Benefits Annual Leave EPF Health Insurance Medical Leave SOCSO Show more Show less