Customer Service Chat Support English Speaker - Local Malaysian

Concentrix; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur is seeking a Client Service Associate to support advertisers through chat, email, and callbacks. The ideal candidate will manage customer inquiries, escalations, and ensure compliance with service level agreements while maintaining a high standard of professionalism in communication. Fluency in English is essential for this role.

Qualifications

• Ability to manage customer escalations effectively.
• Strong professional demeanor and customer service skills.
• Ability to follow procedures accurately.

Responsibilities

• Understand customer inquiries and respond appropriately.
• Manage customer escalations and track responses.
• Ensure all service level agreements (SLAs) are met.

Skills

Customer service orientation

Effective communication

Fluent English

Job description

POSITION SUMMARY:

The Client Service Associate is to help support advertisers worldwide through chat, email, and callbacks.

DUTIES AND RESPONSIBILITIES:

• Understand customer enquiries and respond via applicable channels: email, chat, and call backs
• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required
• Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
• Ensure all SLAs are met accordingly
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
• Provide a high level of professionalism and competent customer service
• Able to communicate effectively with customers in a friendly and polite manner following the processes
• Able to read, write, and speak fluently and spontaneously in English