Senior Agent, Customer Service

What You’ll Be Doing:
Handle all inquiries from global customers through various channels such as email, chat, voice, and social media.
Handle complaints and feedback related to the website, products, platform, and services.
Identify areas for service and program improvements, and make suggestions to the Supervisor/ Assistant Manager/ Manager.
Escalate any unresolved issues or inquiries that cannot be completed within the agreed procedures to Level 2 or the Supervisor, and resolve issues as per the recommendations of the operations management.
Responsible for investigating, following up on, and resolving difficult issues to ensure no problems are omitted.
Proactively identify issues and drive their resolution through product and process optimization to enhance user experience.

What We Look For In You:
Diploma or above (Bachelor's Degree preferred), with more than 1 year of customer service experience.
Excellent command of spoken and written English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
Able to accommodate work schedules and adapt to rotational shifts.
Strong data analysis and logical thinking skills; Proficiency in office software is preferred (Word, Excel, PowerPoint etc).
Good stress tolerance, along with good communication and organizational skills.
Proactive and positive work attitude, possessing excellent customer service spirit.


Benefits & Perks:
Competitive remuneration package (Basic Salary + Shift Allowance + KPI Allowance)
Meal allowance up to RM 500/ month
Unlimited transport allowance (T&C apply)
Monthly team building
RM 3,500 training & wellness benefits per annum
Yearly bonus
Convenient workplace (5 minutes walk from MRT TRX)
Insurance coverage for employees & dependants
Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
Employee engagement, recognition and appreciation program
Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations