Customer Care Specialist

People 2.0 Malaysia Sdn Bhd (Formerly Entity Solutions Group); Kuala Lumpur; Hybrid; MYR 42,000 - 66,000; Full time

Benefits offered by this job

Hybrid working environment

Training and development opportunities

Birthday off

Employee Assistance Program

Employee appreciation programs

Close-knit team

Job summary

People 2.0 is seeking a Customer Care Specialist to enhance the customer journey across the lifecycle. You will be the main contact for our customers and workers, coordinating onboarding, offboarding, visa checks, information requests and issue resolution with a focus on quality outcomes.

In this hybrid role, you will maintain databases, support payroll and invoicing delivery, and collaborate with HR and Operations to ensure timely service delivery.

Qualifications

• Experience in a Customer Service or HR admin role, 2–3 years preferred.
• Strong organisational and administrative skills.
• Excellent communication and interpersonal abilities.
• Able to manage multiple priorities in a fast-paced environment.
• Customer-centric mindset with a passion for delivering exceptional service.
• Certifications in HR/payroll or customer service desirable.

Responsibilities

• Be an onboarding specialist and answer employment-related queries.
• Serve as the first point of contact for customers/workers; manage onboarding/offboarding, visa checks, information requests and issue resolution.
• Maintain databases ensuring compliance with internal processes.
• Manage proactive and reactive contact points with the customer.
• Coordinate with Operations to deliver payroll and invoicing services and resolve escalations.
• Support the Customer Care Manager to ensure high-quality service delivery.
• Assist HR in escalations including terminations, performance management, benchmarking and ad-hoc queries.

Skills

Customer service

Organisational skills

Communication

Multitasking

Customer focus

Education

Certificate in customer engagement

HR/payroll certification

Job description

The Customer Care Specialist plays a key role in enhancing the customer experience across the full customer lifecycle. As the key point of contact for our customers, you are responsible for the management of day-to-day delivery of all operational activity. With a focus on quality outcomes to protect, grow and retain the 360 degree relationship with our corporate and individual customers. This is a key role in becoming trusted advisers within People 2.0 and being a key relationship architect to our customers and clients.

Key responsibilities

• Be an onboarding specialist, with the ability to answer employment related queries
• Act as the first point of contact for People 2.0's customers and workers, including managing onboarding and offboarding requirements, visa checks, requests for information and issue resolution
• Maintaining databases ensuring compliance with internal processes
• Manage all proactive and reactive contact points with the customer
• Work with other Operations teams to ensure accurate and timely delivery of payroll and invoicing services and the resolution of escalations
• Work under direction from the Customer Care Manager to ensure service delivery is consistently high-quality and elevate where appropriate
• Assist the human resources team in the coordination of escalations including terminations, performance management, benchmarking and ad-hoc queries

About you

• Previous experience in a Customer Service (admin) or Human Resources role, ideally 2-3 years experience
• Strong organisational and administrative skills
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Customer-centric mindset with a passion for delivering exceptional service
• Certificate in customer engagement or related customer service training (desirable)
• Certification in HR, payroll or related industry (desirable)

Benefits and perks

• Hybrid working environment
• Training and development opportunities
• Social activities and end-of-month celebrations
• Day off on your Birthday
• Employee Assistance Program
• Employee appreciation programs to recognise individuals and team effort
• Close-knit team with supportive leadership

About us

People2.0 is the world’s leading enabler of global, mobile, flexible, and remote work arrangements. The company’s employer of record (EOR) and agent of record (AOR) establishments around the world, create a unique global ecosystem within which talent suppliers can engage any category of worker in any work arrangement, anywhere, while independently working professionals have access to business support services and portable benefits.