Customer Service - Mandarin speaking

Location Malaysia
Discipline Operations
Job reference 165803
Salary 2800.0
Contact name Brian Chuan Soon Lau

Customer Service - Mandarin Speaking

Location: Sunway Geo
Salary: RM2,800


  • Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries, Main Line and Operator queue

  • Liaise with Business Unit on status of service request

  • Filter calls based on product and require different assistance such as software help and to transfer to the department in charge

  • Dispatch Engineer on-site for hardware related issues

  • Inquiries on Paper, Toner, Staples, and others

  • Handle Product Sales & Promotion inquiries on Printers, Cameras, Scanners and Projectors

  • Assisting customers to register product warranty online

  • Receive inquiries on consumable and print head

  • Process consumable orders

  • Help customers with basic how-to guides

  • Any assignment as assigned by the immediate superior or HOD

  • Assist Service Mailbox inquiries and replies

  • Send SMS sales lead to the respective sales team

  • Raise escalation for the relevant Business Unit for resolution

  • Accurately record and update customers’ cases into CRM and trackers following appropriate processes

  • Provide accurate and understandable information to all customers and support partners

  • Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow-through in all cases

  • Ensure all follow-ups are done on time

  • Ensure all SLA’s are met appropriately

  • Maintain a high level of customer satisfaction whilst maintaining a professional manner

  • Be familiar with all policy, processes, and product knowledge and escalation paths

  • Remain polite, patient and courteous with the customer throughout the experience

  • Ensure the end-to-end experience for all customers is at a high level of customer satisfaction

Minimum Qualifications/skills:

  • Previous experience in a customer support role

  • Must possess a clear speaking voice and good verbal communication skills in English, Bahasa Malaysia and Mandarin

  • Customer oriented mindset

  • Able to work efficiently in a fast-paced environment

  • Self-motivated and execution oriented

Preferred Qualifications/skills:

  • Ability to work on Multi Tasks and should be flexible

  • Willing and able to work Monday to Saturday - 5 days a week

  • Willing and able to work in shift till 8pm

  • Willing and able to work in Sunway Geo

  • Local Citizen or Permanent Resident (PR)

Send your resume to Brian or Nurul

[email protected]
[email protected]