Voicecomm Hiring! Full Time Customer Service Specialist -Mandarin Speaker in Selangor - Ricebowl

Responsibilities

• Handle all voice-channel business, including answering inbound customer calls and making outbound follow-up / callback calls.
• Assist customers in resolving vehicle- and service-related enquiries and problems, and accurately record every interaction in the operations system.
• Process cases according to standard operating procedures, or escalate them through the defined escalation process where required.
• For escalated cases, monitor progress according to the process and follow through until the case is closed — take end-to-end ownership of every case, regardless of issue type.
• Conduct customer satisfaction (CSAT) call-back surveys according to the schedule and quota assigned by management, and complete valid questionnaires on time.
• Apply empathy and de-escalation techniques to calm and reassure customers, maintaining a professional and courteous manner at all times.

Requirements

• Language Requirements: Proficient in Mandarin, Bahasa Malaysia and English.
• Minimum Education Requirement: SPM (Sijil Pelajaran Malaysia) or a Diploma in any field.
• Preference will be given to candidates with at least 1 year of experience in customer service or call center operations / Retails; experience in the automotive industry is a plus.
• Fresh graduates with excellent communication skills are also welcome to apply.
• Familiarity with basic computer operations; experience with CRM (Customer Relationship Management) or call center systems is preferred.
• Possess good listening and communication skills, patience, and excellent emotional management abilities when dealing with difficult customers.
• Willingness to work in shifts (operating hours are from 08:00 to 20:00), including weekends and public holidays.