Job description
KAALI HR is seeking a customer-focused Mandarin specialist to join our Kuala Lumpur team as a Mandarin Customer Support professional. This full-time role combines non-voice support (chat and email) with occasional voice interactions, delivering high-quality service in Traditional Mandarin to customers across the region. The position offers a competitive monthly salary of RM4,000–RM4,600, plus a comprehensive one-month training program to ensure you are set up for success.
In this role, you will be the frontline ambassador for customer inquiries, guiding users through product information, troubleshooting steps, and service processes with professionalism and empathy. You will handle inquiries via chat and email most of the time (approximately 80%), with around 20% of interactions conducted via voice calls. You will be supported by Kaali HR’s resources, tools, and knowledge base to resolve issues efficiently while maintaining data privacy and compliance.
What you will do includes:
- Respond to and resolve customer inquiries in Traditional Mandarin across chat, email, and voice channels.
- Document interactions accurately in our CRM, update case statuses, and follow up as needed.
- Diagnose and troubleshoot common product or service issues, escalating complex cases with clear, concise notes.
- Meet or exceed performance metrics such as response time, first-contact resolution, and customer satisfaction scores.
- Collaborate with cross-functional teams to share customer insights and contribute to process improvements.
- Maintain a courteous, professional demeanor to build trust and ensure a positive brand experience.
- Manage workload efficiently across multiple channels and shift patterns while staying organized and proactive.
- Continuously expand product knowledge and stay updated on policies to provide accurate guidance.
Responsibility
- Respond to and resolve customer inquiries in Traditional Mandarin across chat, email, and phone channels.
- Document every interaction accurately in our CRM and maintain data privacy.
- Troubleshoot common issues and escalate complex cases with clear summaries.
- Meet or exceed performance metrics including response time and customer satisfaction.
- Collaborate with product, sales, and engineering teams to improve customer experiences.
- Maintain a professional tone and build rapport with customers.
- Manage workload across channels and prioritize tasks during peak periods.
- Expand product knowledge and stay updated on policies.
Qualification
- Proficiency in Traditional Mandarin (spoken and written); English proficiency is a plus.
- Minimum 1 year of customer service experience, preferably in chat/email or call center environments.
- Experience with CRM or helpdesk software; ability to navigate multiple systems.
- Strong problem-solving, active listening, and empathy; customer-first mindset.
- Ability to work in shifts with flexibility for occasional after-hours support if required.
- Excellent typing speed and accuracy; attention to detail.
- Team player with the ability to work independently and manage time effectively.