Customer Experience Specialist — Bonus & Allowances

Focal Consulting; Kuala Lumpur; In loco; MYR 47.000 - 74.000; Tempo pieno

Vantaggi offerti da questo lavoro

Yearly Performance Bonus

Monthly Transport Allowance

Monthly Food Allowance

Descrizione del lavoro

Focal Consulting is seeking a customer support professional in Kuala Lumpur to handle inquiries across live chat, email, and phone. You will troubleshoot issues, provide accurate solutions, and escalate complex cases to internal teams when needed.

You will maintain up-to-date product knowledge, log interactions in the CRM, and strive to meet CSAT targets while delivering high-quality service daily.

Competenze

• Education requirement: Diploma or Bachelor's degree in any discipline (fresh graduates with strong communication skills welcome).
• 1–2 years of customer support, call center, or helpdesk experience is an added advantage.
• Strong written and verbal communication in English, Bahasa Malaysia and Mandarin.

Mansioni

• Handle multi-channel customer inquiries across live chat, email, and phone in a timely and professional manner.
• Troubleshoot user issues, provide accurate solutions, and escalate complex complaints to internal teams as needed.
• Maintain up-to-date knowledge of products and promotions to guide customers effectively.
• Record customer feedback, inquiries, and outcomes in the CRM and ticketing system.
• Meet performance metrics including first-response time, resolution rate, and CSAT targets.

Conoscenze

Empathy

Active listening

Customer-first mindset

English proficiency

Bahasa Malaysia

Mandarin

Formazione

Bachelor's degree or Diploma

Strumenti

CRM system

Ticketing system

Descrizione del lavoro

Focal Consulting is seeking a customer support professional in Kuala Lumpur to handle inquiries across live chat, email, and phone. You will troubleshoot issues, provide accurate solutions, and escalate complex cases to internal teams when needed.

You will maintain up-to-date product knowledge, log interactions in the CRM, and strive to meet CSAT targets while delivering high-quality service daily.