Job description
Join IntouchCX as a bilingual Customer Support specialist fluent in Mandarin and English, stationed in the vibrant Kuala Lumpur City Centre. This full-time role is ideal for customer-focused professionals who enjoy helping people solve problems and delivering outstanding service across channels, including phone, email, and live chat. You will be the first point of contact for Mandarin-speaking customers, guiding them through product usage, troubleshooting issues, and providing proactive solutions that drive satisfaction and loyalty. Working with a collaborative, agent-first culture, you will leverage your language skills and product knowledge to turn challenges into positive outcomes. You will also participate in ongoing training and contribute to knowledge base improvements to empower customers to self-serve where possible.
As a member of the IntouchCX team, you will have access to comprehensive onboarding, ongoing coaching, and growth opportunities within a global customer experience organization. The role emphasizes empathy, accuracy, and efficiency, with metrics such as first contact resolution, average handle time, and customer satisfaction scores guiding performance. You will collaborate with cross-functional teams to communicate customer feedback, drive service improvements, and stay up-to-date with product updates and process changes. This position is well-suited for bilingual professionals who thrive in a fast-paced city-center setting and want to make a meaningful impact on customer journeys.
Responsibility
- Provide bilingual customer support in Mandarin and English across phone, email, and live chat channels.
- Identify customer needs, troubleshoot issues, and deliver appropriate solutions with a focus on first-contact resolution.
- Document interactions accurately in the CRM, update case notes, and track follow-ups.
- Collaborate with product, technical, and sales teams to escalate and resolve complex inquiries.
- Meet or exceed service level agreements (SLAs) and key performance indicators (KPIs) such as CSAT and FCR.
- Guide customers through product features, onboarding steps, and troubleshooting workflows.
- Contribute to knowledge base content and participate in ongoing training to stay current on products and processes.
Qualification
- Fluent in Mandarin and English (written and spoken).
- Proven experience in customer service or call center environments.
- Strong communication, problem-solving, and interpersonal skills.
- Familiarity with CRM software and ticketing systems; ability to manage multiple priorities.
- Ability to remain patient and composed in challenging situations; a customer-centric mindset.
- Proactive learning attitude and willingness to participate in ongoing training.
- Legal right to work in Malaysia and ability to work on-site in Kuala Lumpur.