Customer Service (Mandarin)

About the role

PT SINAU SERVICE INDONESIA is seeking a Customer Service Representative (Mandarin) to join our dynamic customer-facing team. This is a full-time position based in Yogyakarta Special Region. As a Customer Service Representative, you will be the vital first point of contact for our Mandarin-speaking customers, delivering exceptional service and support that reflects our commitment to customer satisfaction. This role is central to maintaining strong customer relationships and ensuring positive interactions that drive loyalty and business growth.

What you'll be doing

• Respond promptly and professionally to customer inquiries via phone, email, chat, and other communication channels in Mandarin and English

• Provide accurate information about products and services, addressing customer questions and concerns with patience and empathy

• Process customer requests, orders, complaints and returns in accordance with company policies and procedures

• Document all customer interactions comprehensively in the customer management system

• Identify and escalate complex issues to senior team members or management as necessary

• Work collaboratively with other departments to resolve customer problems and ensure timely solutions

• Maintain detailed knowledge of company products, services, and policies to provide informed assistance

• Contribute to a positive team environment and support colleagues in delivering consistent service excellence

• Meet performance targets including response times, resolution rates, and customer satisfaction scores

• Participate in training sessions and professional development opportunities to enhance customer service skills

What we're looking for

• Fluency in Mandarin Chinese (both spoken and written) with professional proficiency in English

• Proven customer service experience in a call centre, customer support, or customer-facing environment

• Excellent communication and interpersonal skills with the ability to remain calm and professional under pressure

• Strong problem-solving abilities and a genuine commitment to finding solutions that satisfy customers

• Proficiency with computer systems, customer relationship management (CRM) software, and standard office applications

• Ability to multitask effectively and manage multiple customer interactions simultaneously

• High level of attention to detail and accuracy in documentation and record-keeping

• Flexibility and willingness to adapt to changing priorities and business needs

• Reliable attendance and punctuality with a strong work ethic

• Preferred: Previous experience in technical support, sales support, or industries such as technology, telecommunications, or e-commerce

What we offer

PT SINAU SERVICE INDONESIA is committed to creating a supportive and rewarding work environment for our employees. We offer competitive compensation packages, opportunities for professional development and career advancement within our growing organisation. We provide a collaborative team culture that values respect, integrity, and continuous improvement. Employees benefit from ongoing training programmes designed to enhance skills and knowledge, supporting your long-term career growth. We foster an inclusive workplace where your contributions are recognised and valued.

About us

PT SINAU SERVICE INDONESIA is a customer-centric service organisation dedicated to delivering exceptional support and solutions to our valued clients. We pride ourselves on building strong customer relationships through professionalism, reliability, and commitment to excellence. Our mission is to provide outstanding service experiences that exceed customer expectations and contribute positively to their success. We operate with a focus on innovation, teamwork, and continuous improvement, creating an environment where employees can thrive and make a meaningful impact.

Apply now

If you are a skilled communicator with fluency in Mandarin Chinese and a passion for delivering outstanding customer service, we would like to hear from you. Please submit your CV and a cover letter detailing your relevant experience to join our team at PT SINAU SERVICE INDONESIA.