Customer Care Specialist - Tech, Billing & Support

Starhub Ltd; Petaling Jaya; On-site; MYR 24,000 - 42,000; Full time

Job summary

StarHub Ltd. in Malaysia is seeking a dedicated Customer Care Consultant to handle general enquiries, billing, technical and termination support across StarHub Mobile, Entertainment and Smart Life.

Based in Petaling Jaya, you will respond to calls and emails, deliver accurate information, and maintain high service quality while meeting SLAs and driving customer satisfaction. You will work in a dynamic team, rotating shifts including weekends/public holidays, and require good English and Chinese

Qualifications

• Diploma in IT/Computer Studies/Networking or A-level with relevant service experience.
• 1–2 years in a service industry; fresh graduates welcome.
• Pleasant, warm and cheerful personality.
• Enjoy experimenting with computers and gadgets.
• Strong team player with initiative and ability to work under pressure.
• Proficient in English and Chinese.
• Good listener with strong interpersonal and communication skills.
• Customer focused with analytical problem-solving mind.
• Willing to work rotating shifts, weekends and public holidays.

Responsibilities

• Provide dedicated and superior customer care for general enquiry, billing, technical and termination support for StarHub services over the phone.
• Handle surveys and recovery for detractor ratings, and escalate as needed within SLA guidelines.
• Handle enquiries on StarHub products and services via calls or emails with accurate information.
• Respond promptly to customer requests via calls and emails and track callbacks in portal.
• Ensure timely handling of enquiries escalated to other teams or departments.
• Collect and channel feedback on customer needs and potential issues to Management.
• Provide statistics on call nature, promotions, launches and outages when requested.
• Make outbound calls for campaigns and special events to customers.
• Provide adhoc onsite support for exceptional customers and assist in projects/administrative work.

Skills

English & Chinese

Team player

Good listener

Analytical thinker

Education

Diploma in IT / Computer Studies / Networking

Job description

StarHub Ltd. in Malaysia is seeking a dedicated Customer Care Consultant to handle general enquiries, billing, technical and termination support across StarHub Mobile, Entertainment and Smart Life.

Based in Petaling Jaya, you will respond to calls and emails, deliver accurate information, and maintain high service quality while meeting SLAs and driving customer satisfaction. You will work in a dynamic team, rotating shifts including weekends/public holidays, and require good English and Chinese