Customer Care Executive (Mandarin Speaker) at MOVA

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

29 Mar, 26

Salary

0.0

Posted On

29 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Issue Resolution, Problem-Solving, Communication, Technical Troubleshooting, Customer Experience Management, Record Keeping, Reporting, Collaboration, Continuous Improvement, Empathy, CRM Systems, Digital Communication Tools, Customer Education, Onboarding, SOP Development

Industry

Measuring and Control Instrument Manufacturing

Description

Role Overview The Customer Care Executive is responsible for delivering high-quality customer support and ensuring a positive customer experience across all touchpoints. This role focuses on resolving issues efficiently, supporting product and service usage, and maintaining strong customer relationships through effective communication and systematic follow-ups. Key Responsibilities 1. Customer Support & Issue Resolution Handle customer enquiries via WhatsApp, email, live chat, and in-person channels when required. Provide accurate information regarding products, services, promotions, and processes. Respond promptly and professionally to customer complaints, enquiries, and requests. Troubleshoot basic service or technical issues and escalate complex cases to relevant teams. Follow up on open cases to ensure timely and satisfactory resolution. Consistently meet or exceed customer satisfaction standards. 2. Customer Experience Management Deliver a positive, personalized, and solution-oriented customer experience. Build trust through friendly, empathetic, and professional communication. Identify recurring customer pain points and suggest improvements. Assist with customer education, onboarding guidance, FAQs, and product usage support. 3. Administrative & Reporting Responsibilities Maintain accurate and up-to-date records of all customer interactions in the system. Generate reports on customer feedback, common issues, trends, and performance metrics. Support the development and maintenance of FAQs, knowledge base articles, and SOPs. 4. Collaboration & Continuous Improvement Work closely with internal departments to resolve customer-related issues. Participate in service quality training, coaching, and performance reviews. Proactively suggest improvements to customer experience, service efficiency, and workflows. Uphold the organization’s brand values through professional and empathetic communication. Perform other duties as assigned by the Reporting Manager or Management from time to time. Requirements & Qualifications Diploma or Bachelor’s Degree in Customer Service, Business, Communications, or a related field. Minimum 1–3 years of experience in customer service, call center, or support-related roles. Fluent in Mandarin Chinese, English and/or Bahasa Malaysia. Strong problem-solving skills with a customer-centric mindset. Comfortable using CRM systems, ticketing platforms, and digital communication tools. Ability to remain calm, professional, and empathetic when handling difficult situations. Able to join As Soon As Possible!

Responsibilities

The Customer Care Executive is responsible for delivering high-quality customer support and ensuring a positive customer experience. This includes handling inquiries, resolving issues, and maintaining strong customer relationships through effective communication.