Mandarin Speaking Customer Support Specialist

• Minimum SPM, Diploma or equivalent qualification.

• Fluent in English, Mandarin and Bahasa Malaysia, both written and spoken.

• At least 1 year of experience in online customer service, e-commerce or order processing; experience handling preorders or F&B products is an advantage.

• Strong written communication skills with good typing speed and attention to detail.

• Comfortable with Google Sheets or Excel, messaging apps, social media and e-commerce platforms; experience with order management or POS systems is a plus.

• Highly organised and able to track many orders, deadlines and payments at the same time.

• Patient and professional when handling customer questions, delays or complaints.

• Able to work under pressure during peak periods such as festive seasons and product launches.

• Able to work independently and manage your own time when working from home.

• Have a laptop or computer, a smartphone and a stable internet connection for remote work.

• Have a quiet, suitable space at home to respond to customers professionally.

• Willing to attend on-site training and come to the office when needed.

• Willing to work flexible hours, including some weekends and public holidays during peak periods.

• Team player who works well with production, logistics and marketing teams.

Benefits

• EPF
• SOCSO
• Annual Leave
• Medical Leave
• Health Insurance
• Birthday Leave
• Company Trip
• Casual Wear

• Manage customer inquiries for our online shop across WhatsApp, Instagram, Facebook, email, live chat and our website or e-commerce platforms (e.g. Shopee, Lazada, TikTok Shop).

• Communicate clearly in English, Mandarin and Bahasa Malaysia to serve a diverse customer base.

• Handle the full preorder process: taking and confirming preorders, collecting deposits or full payments, and keeping customers updated on production, restock and delivery dates.

• Track preorder quantities, cut-off dates and order slots, and flag to the team when items are close to selling out or need to be closed.

• Inform customers promptly of any delays, changes or cancellations, and manage rescheduling, exchanges and refunds according to company policy.

• Verify payments and match them to orders accurately, following up on unpaid or incomplete orders.

• Coordinate with the production, warehouse and logistics teams to ensure orders are prepared, packed and shipped or ready for pickup on schedule.

• Provide accurate product information, including ingredients, allergens, shelf life, storage, pricing, promotions and delivery coverage.

• Handle complaints such as damaged, missing or wrong items with empathy, and follow through until resolved.

• Keep order records, customer details and case notes updated in our order management system or spreadsheet.

• Reply to product reviews and comments on social media and marketplace platforms in the brand’s friendly tone.

• Share customer feedback, popular requests and recurring issues with management to help improve products and the preorder process.