Assistant Customer Service Specialist

TDCX Malaysia; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Dental

Vision

Incentive and commission plan

Life insurance

Job summary

TDCX Malaysia is hiring a Customer Service Specialist to support customers across channels with approved product information. You will handle inquiries, provide first-line technical assistance, and manage tickets with care and accuracy.

Ideal candidates bring 1+ year in after‑sales support, familiarity with Zendesk, and strong English & Chinese communication. The role requires diploma, and offers shift flexibility with a focus on quality and customer satisfaction.

Qualifications

• At least 1 year of after-sales customer service or technical support.
• Familiar with Microsoft Office or Google Workspace; Zendesk is a plus.
• Diploma or college degree, preferably in computer science, mechatronics, automation or related fields.
• Strong written and verbal communication in English & Chinese.
• Able to multi-task and tailor responses using customer information.

Responsibilities

• Handle general product enquiries and provide approved product information via voice, email and chat.
• Provide basic technical support and first-line troubleshooting per approved processes and knowledge content.
• Handle order-related enquiries using information in provided systems.
• Create, categorize, update, route and escalate customer tickets per workflows and service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to improve workflow and customer experience.
• Deliver high-quality service to achieve customer satisfaction with proper procedures.
• Contribute to continual improvement of the Quality Management System at TDCX.

Skills

Customer service

Technical support

English & Chinese communication

Education

Diploma or degree in CS/Mechatronics/Automation

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

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 enquiries 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 enquiries using the information available in provided systems
• Create, categorize, update, route and escalating 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.

Perks and benefits Medical Miscellaneous allowance Dental Vision Incentive, Bonus and Commission Plan, Life-long Le

What can I earn as a Customer Service Specialist