Customer Service Specialist

**Are you a customer-centric individual with a passion for helping others and resolving complex situations?** CARSOME, Southeast Asia's largest integrated car e-commerce platform, is seeking a skilled and empathetic Customer Service Specialist with strong Mandarin language skills to join our dedicated team If you thrive in a fast-paced environment, enjoy problem-solving, and can provide exceptional service in Mandarin and English, we encourage you to apply

**What You'll Do**:

- **Customer Champion**: Answer inbound calls from Mandarin-speaking customers via our hotline, providing prompt, empathetic, and helpful assistance.
- **Problem Solver & Crisis Manager**: Resolve customer inquiries, issues, and complaints effectively, demonstrating patience, empathy, and strong problem-solving abilities.
- **Information Hub**: Provide accurate and up-to-date information about CARSOME's products, services, and promotions in both Mandarin and English.
- **Efficient Communication**: Channel customer inquiries and feedback to the relevant internal departments (e.g., Used Car Dealers, New Car Dealers, Bidding Team).
- **Appointment Coordination**: Forward appointment reschedulings, cancellations, and inquiries to the Outbound Telesales team.
- **Case Escalation**: Escalate complex complaints or issues to the Team Leader for resolution, providing detailed information and context.
- **Administrative Tasks**: Handle paperwork, reports, and other administrative duties as assigned.
- **System Proficiency**: Utilize various tools and systems, including C2B CMS, B2C CMS, ZOHO Desk, ZOHO SalesIQ, MessageBird, Talkdesk, Workplace, and more.

**What You'll Bring**:

- **Customer Focus**: A genuine desire to help customers and provide outstanding service, especially in challenging situations.
- **Excellent Communication**: Strong verbal and written communication skills in Mandarin, English, and Bahasa Malaysia.
- **Problem-Solving & Crisis Management Skills**: Ability to analyze situations, identify solutions, and resolve customer issues and complaints effectively, demonstrating empathy and patience.
- **Multi-tasking Ability**: Ability to handle multiple tasks simultaneously and efficiently manage time.
- **Adaptability**: Ability to work independently, handle pressure, and adapt to changing priorities.
- **Availability**: Willingness to work weekends and public holidays at The Ascent, beside Paradigm Mall, Petaling Jaya, Selangor. (15-20 minutes walk from LRT Glenmarie/Kelana Jaya, accessible by bus from LRT stations).
- **Call Center Experience (preferred)**: Prior experience in an inbound call center environment, especially with multi-channel support (hotline, live chat, etc.), is highly advantageous.

**Why CARSOME?**
- **Competitive Salary**: Earn a starting salary of RM2,500 - RM2,800 per month.
- **Comprehensive Benefits**: Enjoy health insurance (medical & dental), birthday leave, marriage leave, other leave entitlements, and exclusive discounts within the CARSOME ecosystem.
- **Career Growth**: We offer bi-annual performance reviews and clear career progression paths from Executive to Head of Department. Explore opportunities within different departments
- **Prime Location**: Work in a convenient location at The Ascent, beside Paradigm Mall, easily accessible by public transport.

**Keywords**: Inbound Customer Service, Customer Support, Call Center, Customer Service Executive, Hotline Support, Live Chat Support, Multi-Channel Support, CRM, ZOHO, C2B CMS, B2C CMS, Talkdesk, Automotive, Cars, Used Cars, Petaling Jaya, Selangor, Malaysia, The Ascent, Paradigm Mall, Mandarin Speaker, Chinese Speaking, Crisis Management, Complaint Resolution.

**Job Types**: Full-time, New-Grad

Pay: From RM3,000.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift
- Fixed shift
- Weekend jobs

Supplemental Pay:

- Commission pay

Application Question(s):

- Are you willing to work on PH and Weekend?

**Experience**:

- Retail sales: 1 year (preferred)

Work Location: In person

Application Deadline: 04/07/2025
Expected Start Date: 04/07/2025