Bilingual Customer Service Representative

1 week ago

Remote, Malaysia Gara Group Full time

**BILINGUAL CUSTOMER SERVICE REPRESENTATIVE - MALAYSIA / GLOBAL COMPANY - NO PHONE CALLS - CHAT ONLY**

**ON-SITE POSITION MANDARIN (Native) / ENGLISH (Proficient)**

**RESPONSIBILITIES**:

- Serve as the primary point of contact for customers, promptly and professionally addressing inquiries, concerns, and feedback.
- Assist customers with order status updates, returns, exchanges, and product and back-office guidance.
- Identify and resolve customer issues or concerns by providing practical, timely solutions.
- Deepen understanding of the company’s products, services, and systems to ensure accurate information is provided to customers.
- Work closely with other departments, including logistics, engineering, and marketing, to provide seamless customer experiences.

**REQUIREMENTS**:

- **Mandarin - Chinese (Native)** and **English (Proficient)** Required
- College Degree or High School Diploma
- 3-5 years of Customer Service Experience
- **Verbal Communication**: The ability to clearly explain information, respond to customer inquiries, and resolve issues in a friendly, professional tone.
- **Listening Skills**: Being an active listener, understanding customer concerns, and addressing needs without jumping to conclusions.
- **Tone & Empathy**: Ability to use the appropriate tone for different situations, especially handling frustrated or upset customers with empathy and understanding.
- **Conflict Resolution**: Handling difficult customers or situations effectively and de-escalating tensions.
- **Analytical Thinking**: Assessing problems, identifying solutions, and implementing them efficiently, often under pressure.
- **Attention to Detail**: Ensuring that customers’ issues are fully resolved and following up when necessary.
- **Adaptability**: Quickly adjusting to new systems, processes, or customer issues.
- **Multitasking**: Ability to handle multiple tasks at once (e.g., taking chats or tickets while entering information into a system).
- **Teamwork**: Collaboration with colleagues, managers, or other departments to ensure a smooth customer experience.
- **Time Management**: Managing workloads, prioritizing tasks, and handling multiple customer requests efficiently.
- **Commitment to Quality**: Demonstrating a high level of care in resolving issues, following company policies, and ensuring customers leave with a positive impression.
- **Ability to strategize to meet goals** / Highly organized with strong attention to detail
- **Superior work ethic**:

- **Proactive attitude with the ability to problem-solve**:

- **Help Desk/Support Platforms**: Familiarity with ticketing systems, chatbots, and live chat tools
- **Google Workspace**: Sheets, Docs, Slides, Gmail, Calendar (**Slide** should be changed to **Slides**)
- **Basic Troubleshooting**: Knowledge of technical support or troubleshooting (particularly for customer service roles in tech or telecom).

**WE OFFER**:

- MYR 4,500 / $1,000 USD Per Month
- Training Programs
- Paid Time Off
- Fast-paced environment, culture based on communication, and **great teamwork**.
- To be considered, please include your Resume/CV.

**WORKING HOURSMalaysia Time (MYT)** - Two Shifts:

- 9:00 am to 6:00 pm
- 12:00 pm to 9:00 pm.
- Recruiters, please don’t contact this job ad._
- Please, no phone calls about this job._

Pay: RM4,500.00 per month

**Language**:

- Mandarin (required)
- English (required)

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