Mindpec Solutions Hiring! Full Time Operations Manager | Mandarin - English Bilingual in Federal Territory, Earn up to MYR 12,000 - Ricebowl

Operations Manager (Mandarin & English Bilingual) – Customer Service

Job Title: Operations Manager – Bilingual (Mandarin & English)
Location: Kuala Lumpur
Working Hours: Primarily Night Shift (Malaysia Time), aligned with US business hours
Date of Joining: 7 December

Job Description

We are looking for an experienced and results-driven Bilingual Operations Manager (Mandarin & English) to lead our Customer Service operations for a US-based Smart Device project involving robotic vacuum cleaners.

The ideal candidate should have strong experience managing Customer Service operations across voice and chat support, excellent leadership capabilities, and the ability to communicate effectively with US stakeholders.

Key Responsibilities

• Oversee daily Customer Service operations for voice and chat support.
• Manage operational performance, ensuring KPIs, SLAs, CSAT and productivity targets are achieved.
• Lead, coach and develop team leaders and customer service agents.
• Monitor operational performance and implement improvement strategies.
• Handle escalations and ensure effective resolution of customer issues.
• Communicate and coordinate with US-based clients and stakeholders.
• Prepare operational reports and provide regular performance updates.
• Ensure smooth operational delivery and maintain high service quality standards.

Job Requirements

• Minimum 3 years of experience as an Operations Manager in a Customer Service (CS) voice/call and chat support project.
• Must be fluent in Mandarin and English.
• Minimum C1 English proficiency (CEFR) to effectively communicate and manage US client relationships.
• Strong leadership, people management and stakeholder management skills.
• Experience handling US market operations is an advantage.
• Smart device, robotic vacuum or CoMo project experience is NOT mandatory.
• Must be flexible and willing to work across different shifts based on business and stakeholder requirements.

Working Schedule

• Primarily Night Shift (MYT), following US business hours.
• Must be flexible to work Day Shift occasionally based on stakeholder requirements.
• Flexibility to work across shifts is a mandatory requirement.

Pay: RM7,000.00 - RM12,000.00 per month

Benefits:

• Health insurance

Application Question(s):

• Can Working Night shift?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Operations management: 3 years (Preferred)
• robotic vacuum products: 1 year (Preferred)

Language:

• Mandarin (Preferred)

Work Location: In person