Customer Service Representative

KEY RESPONSIBILITIES

Handle a high volume of inbound calls with efficiency, professionalism, and a positive attitude.

Engage with customers by actively listening, addressing inquiries, and providing solutions in a friendly and customer-focused manner.

Manage multiple communication channels, including calls, emails, live chat, and social media platforms such as Facebook, Twitter, Instagram, and WhatsApp.

Deliver prompt and high-quality support, ensuring a seamless and satisfying customer experience.

Resolve customer issues accurately and thoroughly, prioritizing customer satisfaction and retention.

Maintain and update customer records in the system with precision and attention to detail.

Ensure compliance with data privacy policies while handling sensitive customer information.

Stay updated on products, services, and promotions to provide relevant and informed assistance.

Take on additional tasks as needed, contributing to team improvements and service excellence.

QUALIFICATIONS

Minimum SPM qualification and 3 years of relevant experience in a customer contact centre or at least a Diploma, Advanced/Higher/Graduate Diploma, any field.

Fluent in English and Bahasa Malaysia (additional languages are a plus).

Proficiency in basic computer operations and familiarity with Microsoft Office applications are required. Experience working with electronic customer service systems is highly desirable.

A good understanding of the company’s products and services is necessary to deliver accurate and effective customer support.

Strong interpersonal and communication skills, show empathy, and be able to manage conflict situations with patience and professionalism.

Strong customer service mindset with a genuine passion for assisting others.

Willingness to work flexible shifts, including both day and night rotations.

Prior customer service experience is an added advantage.