Customer Experience

TopNotch Group; Malaysia; Hybrid; MYR 36,000 - 48,000; Full time

Job summary

TopNotch Group is hiring for a customer support role in Malaysia. You will provide 24/7 assistance across digital and LiveChat channels, monitor social media and web inquiries, and promptly respond to customer needs.

The role also involves gathering user feedback, reporting issues, and performing administrative tasks to support campaigns and service quality. The ideal candidate has experience in customer service, excellent communication, and the ability to manage multiple channels with diligence

Qualifications

• Experience in customer service or related role.
• Excellent written and verbal communication skills.
• Ability to handle multiple communication channels effectively.
• Strong problem solving skills and attention to detail.
• Flexibility to work in a 24/7 support environment.
• Customer-centric mindset with proactive issue resolution.

Responsibilities

• Provide 24/7 customer support through digital and LiveChat channels.
• Monitor various channels including call centers, social media, and web inquiries, and respond promptly.
• Gather user feedback and observe front-line issues; report to supervisor.
• Perform administrative tasks for user accounts (e.g., credit top-ups, information changes) and ad-hoc tasks to improve service quality and campaigns.

Skills

Customer service

Communication

Multichannel support

Problem solving

24/7 support

Customer-centric

Job description

Key Responsibilities

1. Customer Support & Channel Monitoring

• Provide quality customer support (24/7) through digital and LiveChat channels
• Monitor various communication channels including call centers, social media, and web inquiries, responding appropriately in a timely manner

2. Feedback Gathering & Issue Reporting

• Gather feedback from users and observe front-line issues (e.g., booking cancellation reasons)
• Report identified issues promptly to the supervisor

3. Administrative & Ad-hoc Support

• Perform administrative tasks involving user accounts, such as credit top-ups and information changes
• Perform ad-hoc tasks to improve overall business, including market research and service quality audits
• Support other department campaigns as required

Preferred Skillset

• Experience in customer service, support, or a related role
• Excellent written and verbal communication skills
• Ability to handle multiple communication channels effectively
• Strong problem solving skills and attention to detail
• Flexibility to work in a 24/7 support environment
• Customer-centric mindset with a proactive approach to resolving issues