Customer Care Specialist (US market)

Brandt International Sdn Bhd - Plaza 33 Branch; Selangor; On-site; MYR 42,000 - 60,000; Full time

Job summary

Brandt International Sdn Bhd - Plaza 33 Branch is seeking a Customer Care Specialist to handle inquiries across voice, email, live chat, social media and KYC processes. You will maintain records in CRM, follow SOPs, and meet SLAs while supporting US market operations.

The role requires strong communication, attention to detail, and the ability to work night shifts on a rotating schedule. Fresh graduates are encouraged to apply; a minimum of one year in customer service is preferred.

Qualifications

• Diploma or higher in any discipline.
• Fresh graduates are welcome; 1 year of related experience is preferred.
• Experience with voice, email, live chat, social media or KYC is advantageous.

Responsibilities

• Provide professional support via voice, email, live chat, social media, KYC and case management platforms.
• Handle bookings, payments, accounts, promotions and functional inquiries.
• Deliver accurate information and maintain a positive customer experience.
• Resolve inquiries per SOPs and service standards; aim for first contact resolution.
• Escalate issues, manage callbacks and follow-up within timelines.
• Document interactions accurately in CRM and internal systems.
• Meet defined KPIs for quality, productivity and customer satisfaction.

Skills

Customer service

Communication

Documentation

Attention to detail

Typing speed

Multitasking

Teamwork

Adaptability

Education

Diploma/Advanced Diploma/Bachelor's Degree

Job description

Brandt International Sdn Bhd - Plaza 33 Branch View all jobs

The Customer Care Specialist is responsible for handling customer and partner enquiries through multiple communication channels, including voice calls, email, live chat, social media, KYC verification, and case management systems. Reporting to the Customer Service Team Leader (CSTL), the role is responsible for resolving enquiries, managing escalations, maintaining accurate documentation, and delivering service in accordance with established Standard Operating Procedures (SOPs), service level agreements (SLAs), and quality standards. The role supports United States market operations and is expected to provide professional customer service aligned with client expectations while meeting all operational KPIs.

Job Description

Customer Service Operations

• Provide professional support to customers and business partners through voice, email, live chat, social media, KYC, and case management platforms.
• Handle enquiries relating to bookings, payments, accounts, promotions, application functionality, and other operational matters.
• Deliver accurate information while maintaining a positive customer experience.
• Resolve customer enquiries in accordance with established SOPs and service standards.
• Achieve First Contact Resolution (FCR) whenever possible.
• Manage escalations, callbacks, service recovery cases, and follow-up activities within required timelines.
• Monitor assigned work queues and ensure timely completion of outstanding cases.

Documentation & System Administration

• Accurately document customer interactions, case updates, and resolutions within CRM and internal systems.
• Maintain complete, accurate, and timely records to support operational reporting and audit requirements.
• Escalate issues appropriately in accordance with established procedures.

Performance & Continuous Improvement

• Achieve assigned operational KPIs, including quality, productivity, response time, customer satisfaction, and attendance targets.
• Identify recurring issues and provide feedback to support process improvements.
• Participate in coaching sessions, refresher training, calibration exercises, and operational meetings.
• Work collaboratively with Team Leaders and cross-functional teams to achieve operational objectives.
• Support business initiatives, projects, campaigns, and other operational activities assigned by Management.
• Perform any other duties reasonably assigned by the Company.

Job Requirement

Education

• Diploma, Advanced Diploma, Bachelor's Degree, or equivalent qualification in any discipline.

Experience

• Fresh graduates are encouraged to apply.
• Minimum one (1) year of experience in a customer service, contact centre, or related environment is preferred.
• Experience handling voice, email, live chat, social media, or KYC processes is an advantage.

Knowledge & Skills

• Strong customer service orientation with excellent interpersonal skills.
• Excellent verbal and written communication skills.
• Strong business writing and documentation skills.
• Good analytical, logical thinking, and problem-solving abilities.
• High attention to detail and accuracy.
• Good typing speed and computer literacy.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Able to work independently while contributing effectively within a team.
• Positive attitude, adaptability, and willingness to learn.

Language Requirements

• Excellent verbal and written English with the ability to communicate professionally with US-based customers.

Working Requirements

• Must be willing to work permanent night shifts.
• Willing to work rotating shifts (24/7), five (5) days per week, including weekends and public holidays, based on operational requirements.
• Must be able to support operations based on the United States operational calendar, including applicable US public holidays.