Customer Service Representative (Social Media Ads Support)

Customer Service Representative- Social Media Ads Support (Mandarin + English)

Tentative Joining Date: 18 May 2026

Work Location: EQ Kuala Lumpur

Headcount: 6 Positions

Company is hiring Customer Service Representatives for a Social Media Ads Project. This role is ideal for candidates with experience in customer support, technical support, digital advertising, or BPO environments. Candidates fluent in Chinese and English with strong communication and problem-solving skills are encouraged to apply.

Position Details

• Position: Customer Service Representative
• Project: Social Media Project
• Employment Type: Permanent Position
• Job Scope: Voice Calls, Live Chat \& Email Support
• Shift: 24/7 Rotational Shift

Key Responsibilities

• Provide real-time support to advertisers through live chat, email, and ticketing systems
• Handle inquiries related to campaign setup, ad performance, billing, targeting, and tracking issues
• Guide advertisers on campaign optimization and platform best practices
• Maintain accurate case documentation and resolution notes in CRM systems
• Meet service-level agreements (SLAs) for response time and customer satisfaction
• Communicate technical information clearly to customers with different technical backgrounds
• Identify recurring issues and collaborate with internal teams for process improvements
• Support global advertisers across different time zones in a rotational shift environment

Requirements \& Qualifications

• Bachelor’s Degree in Marketing, Business, IT, or related field
• Minimum 2.5 years of customer support or technical support experience
• Experience in Digital Advertising or BPO industry is preferred
• Hands-on experience with Zendesk, Salesforce, Freshdesk, or similar ticketing systems
• Strong understanding of digital advertising concepts such as CPC, CPM, targeting, and conversion tracking
• Excellent written and spoken English communication skills
• Mandarin language proficiency is required
• Strong analytical, problem-solving, and interpersonal skills
• Comfortable working in a fast-paced, high-volume, and shift-based environment

Pay: RM3,000.00 - RM5,000.00 per month

Benefits:

• Health insurance

Education:

• Bachelor's (Preferred)

Experience:

• Customer support: 3 years (Preferred)
• Digital Advertising: 3 years (Preferred)
• BPO: 3 years (Preferred)
• Zendesk, Salesforce, Freshdesk: 2 years (Preferred)

Language:

• Mandarin (Preferred)

Work Location: In person