Mandarin & Cantonese-Speaking Customer Service Representative

About the Role We are looking for a Mandarin and Cantonese-speaking Customer Service Representative to join an international customer support team in Kuala Lumpur, Malaysia . In this role, you will support a reservations-related project and provide high-quality assistance to customers through phone, email, and fax. You will handle pre- and post-reservation inquiries, process reservation changes and cancellations, coordinate special requests, and act as a liaison between guests and hotels. The ideal candidate is customer-oriented, communicative, responsible, and comfortable working in a fast-paced environment. Previous experience in customer service, the hospitality industry, online services, or reservation support will be considered an advantage. Key Responsibilities Provide professional customer support for pre- and post-reservation inquiries via phone, email, and fax. Respond efficiently and accurately to customer requests and reservation-related questions. Process modifications, changes, and cancellations for existing reservations. Make outbound calls to hotels and guests to coordinate and arrange special requests. Act as a liaison between guests and hotels to resolve complaints and service-related issues effectively. Maintain strong professional relationships with hotels by providing excellent customer service and account support. Ensure all customer interactions are handled professionally, accurately, and in line with quality standards. Identify customer needs and provide appropriate solutions while maintaining high customer satisfaction. Follow established procedures, service guidelines, and performance targets. Maintain accurate records of customer interactions and completed actions. Adapt to operational changes and rotating shift schedules based on business requirements. Candidate Requirements Fluent communication skills in Mandarin and Cantonese are essential. Excellent communication skills in English . Strong verbal and written communication abilities. Previous experience in Customer Care, Customer Service, Reservations, Hospitality, Hotels, or Internet-related services is preferred. Strong commercial awareness and an understanding of customer needs. Excellent problem-solving and conflict-resolution skills. A strong sense of responsibility, professionalism, and ownership. Customer-focused, patient, and solution-oriented approach. Ability to work independently while contributing effectively to a team. Comfortable working in a dynamic and fast-paced environment. Flexibility to adapt to changing schedules and monthly shift rotations. Working Schedule 5 working days per week Rotating morning and afternoon shifts Operations run from Monday to Sunday Shift hours are scheduled between 9:00 a.m. and 9:30 p.m. Shift schedules may change based on operational and business requirements. Compensation and Benefits Gross monthly salary: RM 4,000 – RM 4,500 Monthly KPI performance bonus: Up to RM 700 13th-month salary Opportunity to work in an international and multicultural environment Professional development and career growth opportunities