Customer Service Advisor (English)

Concentrix; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a Customer Service/Partner Engagement specialist to handle inquiries on technical products, services and policies across email, webforms and phone. You will support B2B clients and assist with membership benefits and technical issues.

Responsibilities include outbound calls and emails, routing to the appropriate sales or tech specialist, and ensuring accurate data entry and compliant processes. Fresh graduates welcome to apply.

Qualifications

• Relevant experience in customer service.
• Experience working in the technology industry.
• Excellent English communication and presentation skills.

Responsibilities

• Handle inquiries on technical products and services via multiple channels.
• Route customer needs to sales or technical specialists.
• Validate and register customer profiles in the system.
• Provide general information on IT products, policies, and licensing.
• Follow documented processes and escalate issues when needed.

Skills

English communication

Customer service

Relationship building

Job description

A Customer Service/Partner Engagement role is to handle all incoming inquiries on Technical products, technologies, programs, policies and services. This role supports business clients (B2B) across multiple communication channels, including email, webforms, and phone. The delivery service will be dedicated to entitlement, routing and screening for Technical Support services and servicing customer needs for assistance regarding membership benefit, technical issue, known issues (i.e. documented issues, basic 'how to' questions, and KB articles).

Duties and Responsibilities:

• Perform outbound phone calls and emails.
• Provides a high-level of professional, competent service assistance.
• Identifies customer requirements and routes them to the correct sales or technical specialist (based on product specialty).
• Validates and registers customer profiles in system.
• Provide general information about IT products, technical support policies and licensing. (including websites for customer reference)
• Demonstrates a strong customer service orientation and takes responsibility to ensure customers are satisfied.
• Performs all procedures accurately, including following Microsoft documented flows, work processes, data entry requirements, and complaint management processes.
• Escalates issues outside of service boundaries or when resolution cannot be confirmed.

Hiring Requirement

1. Experience

• Relevant experience in CS.
• Experience working with or within the technology industry.

2. Skills

• Excellent communication and presentation abilities in English. (Fresh graduates are welcome to apply).
• Ability to build and maintain relationships with partners and clients.

3. Personal Attributes

• A proactive and results-oriented mindset.
• Strong problem-solving abilities.
• Adaptability and willingness to learn new technologies and sales techniques.

Working arrangement

• 7am - 4pm, 9am - 6pm & 11.30am - 8.30pm
• Mon - Fri (PH Work required with RL provided)