Customer Experience Agent

TopNotch HR Consulting Firm; Kuala Selangor; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading HR consulting firm in Kuala Selangor is seeking a Customer Service Representative to provide 24/7 support through various digital channels. The successful candidate will monitor communication platforms, gather feedback, and assist in administrative tasks. Applicants should have a Diploma and 2-3 years of experience in the customer service industry, with proficiency in Bahasa Malaysia and English. Fresh graduates are welcome to apply. This position offers a one-year contract with potential for extension based on performance.

Qualifications

• Minimum of 2-3 years of experience in customer service.
• Must be proficient in Bahasa Malaysia and English.
• Malaysian citizen or relevant residence status required.

Responsibilities

• Provide quality customer support (24/7) through LiveChat and digital channels.
• Monitor various communication channels and respond timely.
• Gather feedback and report front-line issues to supervisor.

Skills

Verbal communication skills

Written communication skills

Customer service

Problem-solving

Education

Diploma in relevant field

Job description

TopNotch HR Consulting Firm – Kuala Selangor, Selangor

Contract : 1 year (view to extension and permanent based on performance)

Must be willing to work on 24-hour-rotation shift.

Responsibilities

• Provide quality customer support (24/7) through LiveChat and Digital channels for our customers.
• Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner.
• Gather feedback from drivers and passengers, observe front-line issues such as booking cancellation reasons, etc. and report promptly to supervisor.
• Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
• Perform administrative tasks involving driver’s account (credit top-up, changes in driver information, etc.
• Support other department campaigns when the need arises.

Requirements

• Must possess at least a Diploma in any relevant field with at least 2-3 years of working experience in Customer Service industry.
• Required language(s) : Bahasa Malaysia, English. (Chinese and Tamil will be an added advantage)
• Applicants should be Malaysian citizens or hold relevant residence status.
• Excellent verbal/written communication skills in both English and Malay languages.
• Ability to communicate results to management and in a fast paced environment.
• Fresh graduates are encouraged to apply.