Call Centre Assistant

Express Rail Link; Kuala Lumpur; On-site; MYR 28,000 - 39,000; Full time

Job summary

Express Rail Link is seeking a Call Centre Assistant to handle customer enquiries, feedback and complaints with professionalism. You will support Customer Service and Marketing activities, prepare management reports, and serve as the first point of contact for visitors and calls.

Responsibilities include ensuring timely responses, maintaining accurate records, assisting with ticketing and back-office tasks, and upholding the company's image through excellent service.

Qualifications

• Diploma holder in any related field.
• Good communication and writing skills in English and Bahasa Malaysia.
• Ability to communicate in other languages is an added advantage.
• Possess basic customer service skills, especially persuasive communication.

Responsibilities

• Manage customer enquiries, feedback, and complaints in accordance with procedures, ensuring timely responses and proper follow-up.
• Compile customer feedback data and prepare monthly summary reports for management review.
• Administer back-office printing and issuance of pre-sold tickets, including handling ad hoc ticketing requests.
• Manage front office and reception operations, including greeting visitors, handling telephone enquiries, and distributing documents.
• Provide administrative and clerical duties to support the Customer Service Management Unit.
• Support the Head of Management in day-to-day Customer Service activities.
• Assist the Marketing & Sales team in customer engagement, promotions, and related administrative tasks.
• Uphold the Company's professional image and maintain excellent customer service standards.

Skills

Customer service

Communication

English proficiency

Bahasa Malaysia proficiency

Multilingual (other languages)

Education

Diploma (related field)

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Call Centre Assistant is responsible for managing customer enquiries, feedback, and complaints, ensuring timely responses, accurate record management, and effective follow-up to enhance customer satisfaction. The role also provides administrative and operational support to Customer Service and Marketing activities, prepares management reports, and serves as the first point of contact for visitors and telephone enquiries while maintaining a professional corporate image.

Key Responsibilities

Manage customer enquiries, feedback, and complaints in accordance with the Customer Feedback Procedure, ensuring timely responses, proper documentation, and effective follow-up actions.

Compile customer feedback data and prepare monthly summary reports for management review and ensuring compliance to the ISO Standard

Administer back-office printing and issuance of pre-sold tickets, including handling ad hoc ticketing requests.

Manage front office and reception operations, including handling telephone enquiries, welcoming visitors, receiving documents, and ensuring their proper distribution.

Perform administrative and clerical duties to support the smooth operation of the Customer Service Management Unit.

Provide administrative support to the Head of Management (HOM) in the day-to-day management of Customer Service activities.

Support the Marketing & Sales team in customer engagement, promotional activities, and related administrative functions.

Uphold the Company's professional image and always ensure excellent customer service standards.

Requirements :

Minimum Diploma holder in any related fields.

Good communication and writing skills in English and Bahasa Malaysia.

Able to communicate in other languages will be an added advantage.

Possess basic customer service skills especially in persuasive communication.

Pleasant and well groomed.

Be a team player and give full co-operation to the Head of Management in achieving the company 's objectives.

Maintain proper personal grooming and project positive disposition to uphold the corporate image.

Support the Management and observe all the company’s policies, rules, regulations, guidelines, etc at all times.