Customer Service Agent (Technical)- Permanent Night Shift

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; Sur place; MYR 33 000 - 56 000; Plein temps

Résumé du poste

TRANSCOSMOS (MALAYSIA) SDN. BHD. is seeking a Customer Service Agent (Technical) for permanent night shifts (10pm–10am). You will handle US-based inquiries about home appliances and consumer electronics across calls, emails and chats, providing accurate product information and basic troubleshooting.

You will document interactions in the CRM, escalate complex issues, and strive to meet KPIs while maintaining a professional, helpful attitude. Diploma or SPM with relevant experience is required.

Qualifications

• Diploma in any field; SPM with relevant experience considered.
• Minimum 1 year in customer service (call centre, hotline, online support).
• Experience in 3C industries (computers, mobile, electronics) is a plus.
• Ability to use CRM systems and basic MS Office tools.

Responsabilités

• Respond to US-based customer inquiries via calls, emails and chats with accurate information.
• Provide basic technical support and troubleshooting for home appliances and electronics.
• Resolve complaints professionally and escalate complex issues when needed.
• Maintain accurate CRM records of interactions and feedback.
• Aim to meet performance targets and contribute to process improvements.
• Ad-hoc duties as assigned by Team Leader or management.

Connaissances

English (proficient)

Mandarin Chinese (advantage)

Communication skills

Typing 40 WPM

Formation

Diploma in any field

SPM with relevant experience accepted

Outils

CRM systems (Salesforce / Zendesk)

Call center software

Description du poste

Customer Service Agent (Technical)- Permanent Night Shift

As a Call Centre Agent, you will be the primary point of contact for the customers, ensuring they receive high-quality customer service and technical support. Your role will involve responding to US-based customer inquiries regarding home appliances and consumer electronics across multiple communication channels, providing accurate product information, troubleshooting issues and resolving customer concerns while maintaining a positive and professional attitude.

Shift- 10pm-10am rotational shift (permanently night)

Intake- 4 December 2026

B. Key Responsibilities

Respond to Customer Inquiries: Provide timely and accurate responses to US-based customer inquiries via multiple channels, including calls, emails and chats, covering product information, technical support and after-sales services.

Provide Basic Technical Support: Assist customers with basic product troubleshooting, usage guidance and technical inquiries related to home appliances and consumer electronics.

Handle Complaints Professionally: Address and resolve customer complaints effectively, ensuring customer satisfaction and a positive service experience.

Escalate Complex Issues: Identify and elevate complex or unresolved technical and service-related issues to the relevant team for further resolution.

Maintain Accurate Records: Document customer interactions, transactions and feedback in the CRM system, ensuring accurate and up-to‑date information.

Seek Process Improvements: Identify opportunities to enhance service processes and contribute to improving customer service quality and operational efficiency.

Meet Performance Targets: Work towards achieving individual and team performance goals, including response times, customer satisfaction scores and other key performance indicators (KPIs).

Ad-Hoc Responsibilities: Perform other duties and responsibilities as assigned by the Team Leader or management to support daily operations.

C. Qualifications

Educational Background: Possess at least a Diploma in any field. SPM graduates with relevant working experience are also encouraged to apply.

Experience: Candidates must meet at least one of the following requirements:

Minimum of 1 year of working experience in the customer service industry, including call centre, hotline, online support or face‑to‑face customer service;

OR Prior working experience in the 3C‑related industry (computers, mobile phones or consumer electronics), including sales, technical support, after‑sales service or product operations.

Added Advantage: Prior experience using call centre software or CRM systems such as Salesforce or Zendesk, as well as experience in e‑commerce or after‑sales customer support.

Language Proficiency: Proficient in English (spoken and written) to support customer interactions and documentation for the US market. Proficiency in Mandarin Chinese (spoken and written) will be an added advantage.

Strong verbal and written communication skills, with good listening skills and the ability to understand customer needs quickly.

Good problem‑solving skills with the ability to troubleshoot basic technical issues and provide appropriate solutions.

Basic computer literacy, including familiarity with CRM systems and Microsoft Office applications, with a minimum typing speed of 40 words per minute (WPM).

Ability to remain patient, resilient and professional when handling challenging customer situations.

Strong attention to detail and accuracy in handling customer inquiries and documentation.

Willingness to learn new product knowledge, systems and processes.

Ability to work independently and adapt to a fast‑paced customer service environment.

Flexible to work on rotating shifts, including weekends and public holidays, based on business and operational needs.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One‑Stop Global E‑Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five‑star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.