Antasis Hiring! Full Time L1 Customer Service Support (Mandarin Speaker) in Johor - Ricebowl

Company Description

Antasis is a leading provider of outsourced customer experience management, based in Singapore. Committed to transforming interactions, Antasis strives to deliver outstanding and memorable customer experiences. By fostering a culture of excellence, continuous learning, and innovation, the company supports clients with flexible and adaptive workforce solutions. Antasis specializes in both customer experience management and back-office support for a wide range of industries.

Role Description

We are seeking an L1 Customer Service Support Associate (Mandarin Speaker) for a full-time, on-site role in Johor Baharu. The role involves handling customer inquiries, providing exceptional support, and ensuring customer satisfaction. Responsibilities include addressing customer concerns through various channels (email, phone, or chat), offering technical assistance, and maintaining service excellence. The ideal candidate will act as the primary point of contact and deliver a professional and friendly service to Mandarin-speaking customers.

Qualifications

• Proficiency in Customer Support and a strong understanding of Customer Satisfaction strategies.
• Excellent Interpersonal Skills and expertise in Phone Etiquette to foster positive customer relationships.
• Basic Technical Support capabilities to address customer problems effectively.
• Fluent in Mandarin (speaking, reading, and writing) and English.
• Strong problem-solving skills and an ability to work well under pressure.
• Prior experience in a customer service role is preferred but not mandatory.
• Familiarity with using CRM tools and customer management software is a plus.
• Perform ticket logging and route incidents or requests to Tier 2 or the respective resolver teams when required.
• Respond to incoming enquiries, incidents, and service requests through calls, emails, webchat and Jira
• Record, update, and manage all issues accurately in the Service Management System.
• Provide timely status updates for escalated issues and ensure tickets are closed within the agreed Service Level Agreement.
• Ensure all daily tasks are carried out according to the approved Standard Operating Procedures.
• Customer Interaction: Engage with customers via phone and email to resolve queries, complaints, and issues. This includes providing information about products and services, handling order cancellations, processing returns, and assisting with technical troubleshooting.
• Attend to customer inquiries via inbound and outbound calls in both English and Mandarin.
• Channels include inbound and outbound calls and email.
• Compliance: Follow company policies, procedures, and regulatory requirements. This includes adhering to scripts, maintaining confidentiality, and ensuring data protection.
• Quality Assurance: Meet performance metrics such as call handling time, customer satisfaction scores, and resolution rates. Participate in training sessions and quality assurance programs to improve service delivery.
• Crisis Management: Handle difficult or irate customers professionally, with the ability to de escalate situations and ensure customer satisfaction.
• Troubleshoot and escalate issues via systems when required and front end support.
• Work in a 24/7 shift environment with rotating schedules, including split or combined off days.
• Attend to emergency calls with responsibility, urgency, and quick decision making.