Customer Service Representative (Mandarin Speaker)

About the role

A global financial services and trading organisation, with over two decades of experience and a portfolio of established brands, is looking for a Mandarin-speaking Customer Service Representative to join its team in Kuala Lumpur. Reporting to the Team Lead / Senior Customer Service, the role delivers high-quality support to Mandarin-speaking clients, resolves inquiries efficiently and contributes to client satisfaction and retention.

Key responsibilities

• Respond to customer inquiries by phone, email and live chat in Mandarin and English
• Provide accurate information on products, services and policies
• Resolve customer issues quickly and professionally
• Maintain detailed records of customer interactions in CRM systems
• Collaborate with internal teams and escalate priority or complex issues when needed
• Handle back-office queries and assist clients with basic technical troubleshooting
• Manage and resolve customer complaints effectively
• Meet performance targets such as response times, resolution rates and customer satisfaction metrics
• Identify opportunities to improve client experience and retention

Required profile

• Fluency in spoken and written Mandarin and English (essential)
• Previous customer service experience preferred; experience in financial services or trading is an advantage
• Strong communication and interpersonal skills
• Ability to work under pressure in a fast-paced environment, with strong multitasking and organisational abilities
• Problem-solving mindset with attention to detail; additional languages are a plus

Required skills

• Familiarity with CRM systems and customer support tools is beneficial

What we offer

• Hybrid working policy
• Discretionary performance-related bonus
• Personalised flex benefits
• Wellbeing initiatives and access to self-development tools
• Medical insurance
• Leave package of 40 days including public holidays