Call Centre Executive

Telistar Solutions; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading service provider in Malaysia is seeking a highly motivated Customer Service Executive to manage customer interactions through phone and email. The role includes logging service requests, generating reports, and coordinating with Field Service Engineers. Candidates should have at least 1 year of experience in call center environments, advanced skills in Microsoft Excel, and a strong customer service orientation. Join a dynamic team committed to delivering exceptional service and continuous improvement.

Qualifications

• 1 year of relevant experience in a call center, helpdesk, or IT service desk environment preferred.
• Proficient in Microsoft Office Suite, with advanced skills in Excel including VLOOKUP and Pivot Tables.
• Familiarity with ITSM platforms is advantageous.

Responsibilities

• Manage inbound and outbound customer interactions to ensure quality service.
• Ensure timely case logging and coordinate service delivery with Field Service Engineers.
• Generate reports and provide administrative support as required.

Skills

Customer service orientation

Advanced Microsoft Excel skills

Detail-oriented

Tools

ITSM platforms (e.g., ServiceNow, Remedy)

Microsoft Office Suite

Job description

Responsibilities

• We are seeking a highly motivated and customer-oriented Customer Service Executive (Call Center) to join our team.
• The incumbent will be responsible for managing inbound and outbound customer interactions through phone and email.
• Ensure timely case logging within the IT Service Management (ITSM) system and coordinate service delivery with Field Service Engineers (FSEs).
• Generate reports, comply with established service standards, and provide administrative support as required.
• Handle incoming calls and emails from customers in accordance with established Service Level Agreements (SLAs).
• Accurately log, track, and update service requests, incidents, and tickets within the ITSM portal.
• Dispatch and coordinate Field Service Engineers (FSEs), ensuring service orders are assigned promptly and effectively.
• Register customer interactions in the service management system, following defined call management processes and ensuring adherence to quality standards.
• Prepare and analyze operational reports using Microsoft Excel, including formulas, VLOOKUP, and Pivot Tables.
• Monitor open cases to ensure timely escalation, follow-up, and resolution.
• Deliver professional and clear communication to both customers and internal stakeholders.
• Support continuous service improvement initiatives and compliance with internal policies and procedures.
• Perform any ad hoc duties as assigned by the Team Lead or Management.

Requirements

• 1 year of relevant experience in a call center, helpdesk, or IT service desk environment preferred.
• Proficient in Microsoft Office Suite, with advanced skills in Excel (VLOOKUP, Pivot Tables, and reporting functions).
• Familiarity with ITSM platforms (e.g., ServiceNow, Remedy, ManageEngine) will be advantageous.
• Strong customer service orientation with the ability to manage challenging situations professionally.
• Detail-oriented, well-organized, and able to work independently as well as collaboratively within a team.