Associate Customer Service

Courts Malaysia; Kuala Lumpur; On-site; MYR 30,000 - 36,000; Full time

Job summary

A leading retail chain in Kuala Lumpur seeks a proactive customer service representative to conduct feedback surveys and follow-ups. Candidates should possess at least a Diploma and 1 year of experience in customer service, coupled with strong communication skills. You'll manage customer interactions and mentor new hires while ensuring compliance with service standards. Shifts and weekend work may be required. Join us to enhance customer satisfaction through your dedication and problem-solving abilities.

Qualifications

• Minimum 1-2 years of relevant experience is preferred.
• Experience in a customer service/call center or social media support role.
• Willingness to work shifts, weekends, and public holidays.

Responsibilities

• Conduct outbound calls to customers for feedback and follow-ups.
• Guide and mentor new joiners on handling customer interactions.
• Prepare reports on customer feedback, trends, and areas for improvement.

Skills

Customer problem-solving

Verbal communication

Written communication

Microsoft Office

Multilingual communication

Education

Diploma in any discipline

Tools

Google (Gmail, Spreadsheet, Doc, Form)

Job description

Conduct outbound calls to customers for survey and service follow-ups in a professional and courteous manner.

Support inbound and outbound customer service interactions by addressing enquiries, feedback, and basic issues across multiple touchpoints.

Deliver clear, accurate, and timely information to customers in accordance with service standards.

Ensure proper documentation of customer responses, feedback, and interaction outcomes in the system.

Participate in role‑play, coaching, and training sessions to enhance product knowledge and service skills.

Acknowledge emails, information sharing, and requests from the superior/management in a timely manner.

Guide and mentor new joiners on handling interactions, taking action, following up, escalating cases, and sharing knowledge as a buddy in the contact centre.

Monitor customer feedback and survey responses to identify potential issues or dissatisfaction.

Follow up on assigned cases with internal stakeholders based on SOP and process guidelines.

Escalate unresolved cases, complaints, or sensitive feedback to supervisors or relevant departments for further action.

Escalate and manage service cases, customer complaints, and feedback with suppliers, repairers, or third‑party logistics (3PL) partners to ensure timely collection, repair, and resolution.

Feedback & Data Management

Collect, organize, and analyse customer feedback from surveys and service interactions to identify trends and recurring issues.

Maintain accurate and structured records of customer interactions, feedback, and resolutions.

Support preparation of basic reports highlighting customer insights, trends, and improvement opportunities for internal teams.

Process Support Reporting & Analysis

Ensure all customer data, queries, requests, and complaints are accurately recorded in the contact centre system.

Prepare reports and analyse complaint trends based on customer pain points or recurring issues to identify opportunities for improvement.

Consistently provide feedback to the business on customer pain points or recurring issues to support service enhancements.

Recommend service or process improvements based on customer feedback and observations.

Perform administrative tasks such as data entry, record maintenance, and documentation as assigned by the supervisor.

Support team initiatives and ad‑hoc tasks to ensure smooth daily operations.

Performance & Compliance

Be responsible for meeting KPIs set by management, managing cases/tasks, and providing updates in line with SOP/process guidelines.

Ensure all allocated tasks are completed within the timeline set by the superior/management.

Maintain customer data privacy in compliance with company policies and regulations.

Actively contribute ideas to enhance customer satisfaction and minimize repeated cases.

Carry out any additional customer‑related responsibilities or operational tasks as assigned by the superior.

Job Requirement

Minimum Diploma in any discipline. Candidates without formal education may be considered with a minimum of 1-2 years of relevant experience.

Minimum 1 year of experience in a customer service/call centre or social media support role.

Proficient in Microsoft Office (Word, Excel, Outlook) including Google (Gmail, Spreadsheet, Doc, Form)

Willingness to work on shifts, weekends, and public holidays.

Excellent verbal and written communication skills, with strong customer problem‑solving capabilities.

Proficiency in multilingual communication is an added advantage.

Energetic, proactive, self‑motivated, and result‑driven with the ability to work under pressure.

Strong passion for customer experience, with the ability to work both independently and collaboratively.

Must be personable, well‑groomed, and approachable, with the ability to handle multiple tasks simultaneously.