Customer Service Agent (English Speaking) | 2-Year Contract

Adecco Outsourcing Recruitment; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Adecco Outsourcing Recruitment in Kuala Lumpur is seeking a Customer Service Agent (English speaking) to support omnichannel customer operations, delivering high-quality experiences across voice, email, live chat, and social channels.

You will handle inquiries, assist with billing and plan changes, maintain accurate CRM case notes, and strive for first-contact resolution while upholding accuracy and professionalism.

Qualifications

• Minimum 1 year of customer service or contact centre experience
• Excellent reading, writing and spoken English
• Ability to communicate clearly on commercial and transactional topics
• Experience handling multiple channels (voice, email, chat)

Responsibilities

• Handle inbound and outbound customer interactions across multiple channels
• Respond to enquiries accurately, efficiently and professionally
• Process service requests including billing and plan changes
• Document issues in the CRM with complete case notes
• Escalate issues per escalation procedures

Skills

Customer service

English communication

CRM experience

Multichannel support

Education

SPM / Diploma

Job description

As a Customer Service Agent (English Speaking) , you will support client's omnichannel customer operations, delivering exceptional customer experiences across voice and digital platforms while maintaining high standards of accuracy, professionalism, and compliance. You will manage inbound and outbound customer interactions across multiple channels including Voice, Email, Live Chat, WhatsApp, SMS, Social Media Direct Messages, Business Mailboxes, and CRM Case Management. You will play a critical role in resolving customer enquiries, managing service requests, supporting billing and payment enquiries, and delivering a consistently positive customer experience.

Key responsibilities

Handle inbound and outbound customer interactions through multiple communication channels

Respond to customer enquiries accurately, efficiently, and professionally

Support customers throughout the customer lifecycle from pre-sales through post-sales servicing

Process customer requests including product and plan enquiries, account management, relocation requests, account takeover requests, billing enquiries, refund requests, payment enquiries, and promo code and plan changes

Resolve customer issues at first contact whenever possible

Escalate unresolved issues according to established escalation procedures

Identify and analyse customer issues, providing effective solutions and escalating complex problems as needed

Utilize CRM systems to track customer interactions, document issues, and manage customer accounts

Accurately record customer interactions in the CRM platform and maintain complete and accurate case notes

Follow established procedures and guidelines to ensure consistent and accurate service delivery

About you

Minimum SPM / Diploma preferred

Minimum 1 year customer service, contact centre or customer-facing experience

Excellent reading, written and spoken English

Strong ability to communicate commercial and transactional information clearly and accurately

Excellent verbal communication skills with clear, concise and professional speech and active listening

Ability to build rapport and engage customers effectively

Ability to think critically and resolve customer issues effectively

Able to listen and enter information accurately at the same time

Able to enter and process screen-based business transactions accurately

Customer service, call center, telemarketing, or credit control experience is desirable

What can I earn as a Customer Service Representative