Specialist, Customer Service (Project Management, Mandarin Support)

Who We Are: 

What You'll Be Doing:

1. Project Management & Implementation

• Lead optimization projects for the customer service center based on KPI data (e.g., process improvements, skill group adjustments), ensuring solutions are implemented effectively with measurable and sustainable results.
• Develop project plans and monitor progress, including defining objectives, milestones, resource requirements, and risk mitigation strategies, while driving cross-functional collaboration.
• Monitor core operational metrics in real time (e.g., connection rate, average handling time, customer satisfaction, SLA), identify anomalies, and analyze root causes.

2. Process Optimization & Efficiency Improvement

• Analyze current customer service processes (e.g., ticket handling, complaint escalation) to identify bottlenecks and propose improvement plans.
• Lead process optimization initiatives (e.g., SOP standardization, building cross-functional collaboration mechanisms) to enhance service efficiency and customer experience.

3. Performance Management & Decision Support

• Assist in designing and refining KPI evaluation systems for employees and teams to ensure objectives are reasonable and measurable.
• Regularly produce data reports (daily/weekly/monthly), presenting key insights through visualizations.

What We Look For in You:

1. Bachelor’s degree or above.
2. Proficient in both Chinese and English, with strong verbal and written communication skills, including the ability to write reports, emails, and other business documents.
3. Over 2 years of hands-on experience managing large-scale customer service center projects.
4. Proactive, detail-oriented, and patient, with strong communication and coordination skills.
5. Has good stress tolerance, highly responsible, and strong execution skills with a good team spirit.
6. Strong data sensitivity and analytical skills.

Benefits & Perks:

• Competitive remuneration package (Base salary, KPI allowance)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations.