Call Center Specialist

Call Center Specialist – Mandarin & Cantonese (24/7 Operations) - Malaysia

Our client, a global leader in next-generation digital infrastructure, is seeking a highly skilled Call Center Specialist fluent in Mandarin and Cantonese to join their front-line customer support team. This role is critical in ensuring service excellence within a fast-paced, 24/7/365 operational environment and will suit candidates with proven experience in high-volume customer engagement.

The Role

The Call Center Specialist will be responsible for handling multi-channel customer interactions with professionalism and accuracy, ensuring timely resolution of queries and seamless escalation when required. The successful candidate will thrive under pressure, adapt quickly to evolving processes, and play an essential role in maintaining service levels and customer satisfaction.

Key Responsibilities

• Handle customer interactions via phone, email, and chat with professionalism.
• Communicate fluently in Mandarin, Cantonese, and English across all channels.
• Provide accurate information, resolve queries, and escalate complex issues when necessary.
• Log interactions and liaise with relevant departments for timely follow-up.
• Ensure adherence to KPIs on response times, resolution, and customer satisfaction.
• Maintain confidentiality when handling sensitive customer information.
• Adapt to updates in procedures, systems, and service offerings.
• Work collaboratively in rotational shifts, ensuring 24/7 coverage and smooth handovers.

Candidate Profile

• Minimum 5 years’ experience in a call centre or contact centre role.
• Fluent in Mandarin and Cantonese (reading, writing, speaking).
• Strong interpersonal and communication skills.
• Ability to work under pressure in a fast-paced, high-volume environment.
• Tech-literate with experience in customer service platforms and CRM tools.
• Flexible to work rotational shifts, including overnight, weekends, and public holidays.

The Opportunity

This role offers the chance to join a global organisation at the forefront of digital infrastructure while playing a vital role in customer experience. The successful candidate will benefit from structured onboarding, ongoing training, and competitive allowances, with opportunities for permanent conversion based on performance.