Customer Service - Chat & Email support

TDCX; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

TDCX Malaysia is seeking a customer service professional to deliver excellent support via live chat and email channels. You will identify customer needs and research issues to provide strategic solutions that resolve queries and ensure high levels of satisfaction.

You will ensure first contact resolution, follow up with service partners and internal teams, and provide feedback to improve tools, guidelines and procedures.

Qualifications

• Diploma and Bachelor degree in any field are required.
• Excellent written and spoken English communication.
• Shift availability and flexibility to work different shifts.

Responsibilities

• Provide excellent support to customers via Live chat and Email channels.
• Identify customer needs and research issues to provide strategic solutions.
• Ensure first contact resolution and effective follow-up with partners and internal teams.
• Provide constructive feedback on tools, resources, procedures and guidelines to improve workflow and customer experience.
• Deliver high-quality services to ensure customer satisfaction and relationships.
• Assist with ongoing duties to support ISO9001 and ISO18295-1 quality management.

Skills

English proficiency

Time management

Multitasking

Adaptability

Education

Diploma and Bachelor in any field

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Provide excellent support experience to customers via all relevant Live chat and Email channels.

Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.

Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.

Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.

Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures

Build sustainable relationships and engage customers by taking the extra mile

Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX.

Who are we looking for?

Candidate must possess at least a Diploma and Bachelor in any field.

Preferable with 1 years of working experience in the related field

Possesse strong time management skills and motivated to exceed expectations.

Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs

Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones

Able to work shift

Excellent verbal and written communication skills in both English