Back Office Agent | 2-Year Contract

Adecco Outsourcing Recruitment; Kuala Lumpur; In loco; MYR 33.000 - 50.000; Tempo pieno

Descrizione del lavoro

Adecco Outsourcing Recruitment in Malaysia is seeking a Back Office Specialist to handle customer and operational transactions with accuracy while meeting SLAs and quality standards. You will support omnichannel customer operations across voice and digital channels.

The role requires minimum SPM or Diploma, at least 1 year in customer service, strong English communication, good typing speed, and solid numeracy and problem‑solving skills. Training and ongoing coaching are provided.

Competenze

• Minimum education: SPM, Diploma preferred.
• Strong written English with clear, accurate communication of details.
• Good keyboard skills and typing speed of at least 35 wpm with high accuracy.

Mansioni

• Process EBT transactions, CRM provisioning, billing validations, refunds and payments.
• Manage cases and investigate transaction exceptions.
• Escalate unresolved items appropriately.
• Liaise with internal and external stakeholders.
• Follow approved workflows and SOPs.
• Maintain audit trails and documentation for all transactions.
• Achieve performance goals related to call handling time and customer satisfaction.
• Meet SLA, Quality, Productivity and Attendance targets.
• Identify opportunities to improve customer service processes and tools.

Conoscenze

English proficiency

Typing speed

Analytical thinking

Attention to detail

Numeracy

Communication skills

Problem solving

Customer service

CRM usage

Formazione

SPM or Diploma

Strumenti

CRM

Descrizione del lavoro

The Back Office Specialist is responsible for processing customer and operational transactions accurately while meeting established SLAs and quality standards. In this role, you will support client's omnichannel customer operations, delivering exceptional customer experiences across voice and digital platforms while maintaining high standards of accuracy, professionalism, and compliance.

Key responsibilities

• Process EBT transactions, CRM provisioning, billing validations, refund processing, payment activities, collections administration and account maintenance
• Manage cases and investigate transaction exceptions
• Escalate unresolved items appropriately
• Liaise with internal stakeholders and external partners when required
• Follow approved workflows and SOPs
• Ensure accurate transaction processing and maintain complete audit trails and documentation
• Enter and process screen-based business transactions accurately
• Achieve and maintain performance goals related to call handling time, resolution rates, and customer satisfaction
• Meet SLA, Quality, Productivity and Attendance requirements
• Identify opportunities for improvement in customer service processes and tools

About you

• Minimum SPM, Diploma preferred
• Minimum 1 year customer service experience
• Strong written English, with the ability to communicate commercial and transactional details clearly and accurately
• Clear, concise, and understandable speech in English, supported by active listening skills and conversational skills
• Good keyboard and computing skills, with a typing speed of at least 35 words per minute and 98% accuracy
• Strong analytical and problem-solving abilities
• Able to quickly absorb and retain large volumes of product and operational knowledge
• Good numeracy skills and strong attention to detail
• Experience in energy retail markets, or similar service industries, is desirable
• Billing and payment experience is desirable

About us

Adecco is expanding its Business Process Outsourcing (BPO) services and is building a dedicated team to deliver exceptional customer service and operational support to our clients.