In-house Customer Service

In-House Customer Service Support Specialist (Malaysia)
Salary RM 4,000 and above

Location: Kuala Lumpur, Malaysia (Temporary: Menara Shell; Permanent office in Q4 – Damansara Heights / TRX)

About the Role
We are looking for a Customer Service Support Specialist to strengthen our customer support operations and deliver exceptional service experiences to our clients.
You will act as the first point of contact for clients facing POS system issues, supporting both hardware and software across multiple communication channels. This role is ideal for a tech-savvy, customer-focused individual who thrives in a fast-paced environment.

Key Responsibilities
1. Customer Support & Issue Resolution
Respond to client inquiries via phone, email, and chat in a timely manner
Troubleshoot POS system issues (software & hardware) with clear, step-by-step guidance
Accurately log and document all interactions, issues, and resolutions
Manage multiple support cases while maintaining service quality
Escalate complex issues to technical teams when required

2. Service Quality & Client Experience
Follow up proactively on support cases and manage client expectations
Ensure high levels of customer satisfaction through effective communication
Identify recurring issues and recommend improvements

3. Process Improvement & Collaboration
Collaborate with internal teams (technical, operations, sales) for efficient resolution
Contribute to knowledge base, SOPs, and documentation
Support continuous improvement initiatives to enhance service quality and efficiency

Requirements
Proficient in English and Chinese (to support Chinese-speaking clients)
1–3 years of experience in customer service / IT helpdesk (POS support is an advantage)
Fresh graduates are encouraged to apply

Basic knowledge of:
Windows & Android operating systems
Networking fundamentals
Hardware/peripheral setup
Proficient in Microsoft Excel for tracking and reporting
Strong problem-solving skills with the ability to stay calm under pressure
Tech-savvy, fast learner, and adaptable to a dynamic environment

Working Arrangement
Shift-based role (24/7 coverage)
8-hour rotating shifts (3 shifts)
Fully onsite role

Must be flexible to work at:
Menara Shell (temporary)
Future office: Damansara Heights or TRX
(accessible by public transportation) or subway.）

Benefits
Performance bonus & annual performance review
Medical insurance coverage
Flexi allowance
Team bonding activities
Annual leave:
12 days (Year 1)
+1 day per year (up to 16 days max)
Observance of all Kuala Lumpur Public Holidays
Training and development provided