Assistant Customer Service Specialist

TDCX; Kuala Lumpur; On-site; MYR 39,000 - 78,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical insurance and CS

World-class workspaces

Flexible working arrangements

Coaching and mentoring from experts

Global company with industry awards

Job summary

TDCX is seeking a customer service professional to handle general product inquiries and provide first‑line technical support across voice, email, and chat channels. You will work with cross‑functional teams to resolve issues in a timely and respectful manner.

The role emphasizes effective communication in English and Chinese, familiarity with CRM tools like Zendesk, and the ability to multi‑task while delivering high‑quality customer experiences.

Qualifications

• At least 1 year of after‑sales customer service or technical support experience.
• Diploma or higher; related fields preferred (CS, Mechatronics, Automation).
• Strong written and verbal English and Chinese communication skills.

Responsibilities

• Handle general product inquiries and provide approved product information to customers via voice, email, and chat.
• Provide basic technical support and first‑line troubleshooting per approved processes and content.
• Handle order‑related inquiries using information from provided systems.
• Create, categorize, update, route and escalate customer tickets per workflows and service standards.
• Provide feedback on tools, resources, procedures to improve customer experience.
• Deliver high‑quality service to ensure customer satisfaction with proper procedures.
• Perform other duties as assigned to support the Quality Management System.

Skills

Communication skills

Bilingual English/Chinese

CRM proficiency

Multi-tasking

Fast typing

Education

Diploma or higher

Tools

Zendesk

Microsoft Office

Google Workspace

Job description

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Handle general product inquiries and provide approved product information to customers via all communication channels (voice, email, chat).
• Provide basic technical support and first‑line troubleshooting in accordance with approved processes and knowledge content in a timely manner with reasonable care, skill and diligence.
• Handle order‑related inquiries using the information available in provided systems
• Create, categorize, update, route and escalates customer tickets in accordance with agreed workflows and service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• At least 1 year working experience in after‑sales customer service or technical support. Preferably experience in customer support for smart hardware or robots.
• Familiar with Microsoft Office or Google Workspace and CRM software (Zendesk) is a plus
• Education: minimum diploma, preferably with a college degree. Preferably in computer science, mechatronics, automation and other related disciplines.
• Strong written and verbal communication skills in English & Chinese.
• Fast typing speed and ability to multi‑task and use information provided by customer to tailor responses and actions to meet specific needs
• Must be a strong communicator, with an emphasis on effective listening and empathising with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation)
• Teamwork, patience and a customer‑focused attitude
• Capable of working under pressure and staying calm in all customer service scenarios
• Strong logical thinking, problem solving, time management, conflict‑resolution abilities and basic remote troubleshooting
• Self‑motivated, willingness to learn in‑depth knowledge of robot‑related products and able to adapt to evolving business needs and processes
• Flexibility: Able to work on shift, early morning, midnight hours, weekends and public holidays

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e‑commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.