Call Centre Specialist

Travel Recommends; Ipoh; On-site; MYR 36,000 - 47,000; Full time

Job summary

Travel Recommends is seeking a capable customer service agent in Ipoh, Malaysia. You will handle inquiries via phone, WhatsApp, email and social media, ensuring timely, accurate responses and high customer satisfaction.

You will manage complaints, provide Level 2 support for escalated issues, and coordinate with internal teams to resolve cases. The role requires a Diploma or equivalent and 1–2 years in customer service, with English proficiency and Mandarin as a plus.

Qualifications

• Diploma or equivalent qualification in any relevant field.
• 1–2 years of experience in customer service, call center, or a similar role.
• Experience handling enquiries via phone, WhatsApp, email, and social media is preferred.
• Good written and verbal communication skills in English.
• Proficiency in spoken Mandarin is an added advantage.

Responsibilities

• Handle customer enquiries and requests via phone calls, WhatsApp, email, and social media channels.
• Provide timely, accurate, and professional responses maintaining high customer satisfaction.
• Manage customer complaints and service-related issues, ensuring follow-up and resolution.
• Provide Level 2 (L2) support for escalated and more complex issues.
• Coordinate with relevant departments to investigate and resolve escalated cases.
• Monitor, record, and update customer interactions and case details in the system.
• Follow up on outstanding cases to ensure timely resolution and closure.
• Escalate unresolved or critical issues to the appropriate team or management.

Skills

Customer service

Communication

Problem solving

Multitasking

Team collaboration

L2 support

Education

Diploma or equivalent qualification

Job description

Responsible for handling customer enquiries, requests, and complaints via phone and other communication channels. The position provides timely and accurate assistance to customers, resolves issues efficiently, and ensures a high standard of customer service in line with company policies and procedures.

Key Job Responsibilities:

• Handle customer enquiries and requests via phone calls, WhatsApp, email, and social media channels.
• Provide timely, accurate, and professional responses while maintaining a high level of customer satisfaction.
• Manage customer complaints and service-related issues, ensuring appropriate follow-up and resolution.
• Provide Level 2 (L2) support for escalated and more complex customer issues.
• Coordinate with relevant departments to investigate and resolve escalated cases.
• Monitor, record, and update customer interactions and case details accurately in the system.
• Follow up on outstanding cases to ensure timely resolution and closure.
• Escalate unresolved or critical issues to the appropriate team or management when required.
• Ensure all customer interactions comply with company policies, procedures, and service standards.
• Support other customer service and operational activities as assigned by manager or duty supervisor.
• Diploma or equivalent qualification in any relevant field.
• Minimum 1–2 years of experience in customer service, call center, or a similar role.
• Experience handling customer enquiries via phone, WhatsApp, email, and social media is preferred.
• Good written and verbal communication skills in English.
• Proficiency in spoken and written Mandarin is an added advantage.
• Strong customer service, communication, and problem-solving skills.
• Able to handle customer complaints and difficult situations professionally.
• Experience in handling escalated cases or providing L2 support will be an added advantage.
• Good computer skills and ability to work with customer service systems.
• Able to multitask, work independently, and collaborate effectively with different departments.
• Willing and able to work on a shift basis, including night shifts.
• Required to work 4 days per week on a 12-hour shift schedule, including weekends and public holidays as required.
• Willing to work overtime when required to support business and operational needs.