Vacancy: Customer Service Representative (English & Mandarin Speaking)

Job Title: Customer Service Representative (English & Mandarin Speaking)

Location: Kuala Lumpur

About ALPAKA: ALPAKA is a dynamic and rapidly expanding lifestyle brand that specialises in designing and producing high-quality, innovative, and sustainable products. Our mission is to provide exceptional products and customer experiences to individuals worldwide. We are seeking a dedicated and multilingual Customer Service Representative to join our team and enhance our customer support operations.

Position Overview: As a Customer Service Representative at ALPAKA, you will be a key point of contact for our customers, ensuring they receive outstanding support and assistance. Fluent in both English and Mandarin, you will play a vital role in communicating with our team in China and liaising with shipping companies to address customer inquiries and concerns.

Key Responsibilities:

1. Customer Communication:

   • Respond promptly and professionally to customer inquiries via email, phone, and chat.
   • Provide product information, assist with order-related questions, and resolve customer issues effectively.
   • Maintain a friendly and helpful demeanour while assisting customers.

2. Multilingual Support:

   • Utilise your fluency in English and Mandarin to effectively communicate with customers in both languages.
   • Collaborate with our China-based team to ensure smooth communication and problem resolution.

3. Shipping and Logistics:

   • Liaise with shipping companies and logistics partners to track orders, resolve shipping-related issues, and provide customers with accurate shipping updates.
   • Assist with customs clearance and shipping documentation as needed.

4. Order Management:

   • Manage customer orders, including order processing, tracking, and returns.
   • Ensure orders are fulfilled accurately and on time.

5. Product Knowledge:

   • Develop a deep understanding of ALPAKA's product range to provide comprehensive product support.
   • Stay updated on product updates and changes.

6. Issue Resolution:

   • Investigate and resolve customer complaints or issues, providing solutions that meet both customer and company needs.

7. Documentation:

   • Maintain accurate and detailed records of customer interactions and inquiries.
   • Generate reports as required to analyse customer service trends.

Qualifications:

• Fluency in both English and Mandarin (reading, writing, and speaking) is essential.
• Proven customer service experience, ideally in a retail or e-commerce environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-focused attitude.
• Attention to detail and the ability to handle multiple tasks simultaneously.
• Familiarity with shipping and logistics processes is a plus.
• Ability to work effectively in a multicultural and cross-functional team.

How to Apply: Interested candidates are invited to submit the following:

• Resume/CV
• A cover letter highlighting your customer service experience and bilingual proficiency in English and Mandarin.

Join ALPAKA and be a part of our customer-centric team, ensuring our customers have an exceptional experience across the globe!