Manpower Staffing Services (Malaysia) Sdn. Bhd. Hiring! Full Time Customer Support Officer - Voice/Email/Social Channels - Mandarin Speaker in Selangor, Earn up to MYR 4,500 - Ricebowl

Remuneration: RM4200 (basic) + RM300 (KPI) + others
Work Location: Shah Alam
Work Hour: 9am - 6pm (Mon - Fri)

Key Requirements

• Remuneration: RM4,200 basic + RM300 KPI allowance + additional benefits

• Work Location: Shah Alam

• Working Hours: Monday to Friday, 9:00 AM – 6:00 PM

• Minimum 2–3 years of experience supporting the Singapore market

• Proven experience handling escalations, disputes, or investigation-based cases

• Experience in loyalty, retail, fintech, or digital platform environments is preferred

• Mandatory: Minimum L2 (Level 2) support experience

• Fluent in English and Simplified Mandarin (reading, writing, and speaking); minimum CEFR Level B2 for English

• Strong communication skills with the ability to manage sensitive and complex interactions professionally

• Strong analytical and problem-solving skills with a focus on investigation and root cause analysis

• High ownership mindset with strong decision-making ability and accountability

• Comfortable working in ambiguous environments and handling high-impact cases

• Ability to balance efficiency (AHT) with resolution quality and customer outcomes

• Strong attention to detail with adherence to compliance, governance, and documentation standards

Key Responsibilities

• Act as the primary owner of complex, escalated, and exception-based customer cases across voice, email, and social channels

• Handle AI-escalated cases via Zendesk, ensuring full ownership from assignment to resolution

• Investigate and resolve complex issues including fraud cases, missing points disputes, data privacy requests, and partner-related concerns

• Deliver clear, professional, and empathetic communication while maintaining customer trust and satisfaction

• Ensure timely resolution within defined SLAs, minimizing escalation loops and repeat contacts

• Trigger appropriate service recovery actions to mitigate negative customer experiences and CSAT impact

• Manage multi-channel interactions effectively across voice, email, and social platforms

• Support platform operations including in-app offers, campaign configuration, and loyalty program setup

• Ensure accuracy in backend setups with an error rate below 5% and 100% completion within timelines

• Maintain proper case documentation and ensure audit trail integrity in Zendesk

• Adhere to governance, PDPA compliance, and data protection protocols

• Contribute to operational stability by identifying root causes and preventing repeat issues

Boilerplate:

Your Safety and Data Security Matter to Us.

Manpower is committed to a safe and transparent hiring process. We will never request payment, banking details, or sensitive personal information as part of our recruitment. If you receive suspicious outreach claiming to be from us, please contact [*************].

• 5 days working
• Fresh Graduates are welcome to apply.
• EPF & SOCSO
• Medical leave
• Annual leave
• Rest & relax area
• EPF
• SOCSO
• EIS
• Medical and Hospitalisation Leave
• Annual Leave
• Medical Insurance
• Training Provided