Customer Care - Mandarin Speaker

• Jalan Pengaturcara U1/51A Shah Alam Selangor Malaysia 40150

• 2-3 years minimum experience in supporting Singapore market environment

• Experience handling escalations, disputes or investigations

• Experience with loyalty / retail / fintech / digital platforms preferred

• Strong written and verbal communication

• Mandatory: Min L2 experience

• Fluent English (mandatory) CEFR Level B2 for reading, writing and speaking

• Fluent Simplify Mandarin (mandatory) for reading, writing and speaking

• Ability to manage sensitive communication professionally in both languages

• Strong decision-making ability

• Comfortable handling ambiguity

• High ownership mindset

• Investigation and root cause orientation

• Able to balance AHT discipline with resolution quality

• Escalation maturity and confidence

• Take full ownership of AI-escalated cases routed via Zendesk

• Resolve complex issues:

• Ensure resolution within SLA:

• Avoid escalation loops and repeat contacts

• Deliver clear, professional and empathetic responses

• Prevent complaint exposure

• Trigger service recovery for negative CSAT

• Own case resolution until confirmed closure

• Multi-Channel Case Management: Voice, email and social media

• Configure in-app Offers & Rewards

• Execute campaign setup adjustments

• Support backend loyalty configurations

• Maintain weekly error rate

• Ensure 100% setup completion within 1 week

• Comply with PDPA and data protection requirements

• Follow role-based access controls

• Maintain proper case documentation in Zendesk

• Support audit trail integrity

• Ensure all activities are traceable and defensible

• SLA adherence (Voice, Email, Social)

• First Contact Resolution (FCR)

• Escalation ageing

• Repeat contact reduction

• QA Score

• Platform Ops error rate

• Complaint exposure ≤ SLA threshold

• Employees' Provident Fund
• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• Training Provided
• 5 Working Days
• Annual Bonus

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