Job description
IGT Solutions is seeking motivated Mandarin-speaking Customer Service professionals for a May intake in Subang Jaya, Selangor. In this full-time role, you will be the first point of contact for customers, helping resolve inquiries, troubleshoot issues, and ensure a positive experience across multiple channels. This is an excellent opportunity for bilingual agents who want to build a long-term career in a dynamic, global contact center environment. You will receive comprehensive training, ongoing coaching, and opportunities to grow within a supportive team that values quality, integrity, and customer satisfaction.
Your success in this role will be measured by customer satisfaction, resolution speed, and the ability to stay calm under pressure while delivering clear, professional communication in Mandarin. If you are passionate about helping others and thrive in a fast paced environment, we want to hear from you.
Responsibility
- Respond to inbound inquiries in Mandarin via phone, email, and live chat with accurate information and effective problem solving.
- Capture and document customer interactions in CRM with high data accuracy and confidentiality.
- Troubleshoot product or service issues and guide customers through step by step resolutions.
- Escalate complex cases to the appropriate teams and follow up until a resolution is achieved.
- Maintain compliance with company policies, quality standards, and performance metrics.
- Collaborate with teammates in a fast paced contact center to share knowledge and improve the customer experience.
- Identify opportunities to upsell or cross sell relevant products or services where appropriate and beneficial to the customer.
- Manage multiple inquiries simultaneously while maintaining a positive, customer-centric attitude.
Qualification
- Fluent in Mandarin (spoken and written) with strong English communication preferred.
- Prior experience in customer service, call center, or help desk is preferred.
- Excellent communication and active listening skills.
- Strong problem solving, multitasking, and resilience in a fast paced environment.
- Proficient with CRM systems, data entry, and basic computer literacy.
- High school diploma required; bachelor's degree or equivalent experience preferred.
- Flexibility to work various shifts, including weekends or public holidays if required.