Customer Service Consultant (Technical)

SRG Asia Pacific Sdn. Bhd.; Kuala Lumpur; On-site; MYR 27,000 - 33,000; Full time

Benefits offered by this job

Structured training

Onboarding program

Career growth opportunities

Job summary

SRG Asia Pacific Sdn. Bhd. seeks enthusiastic Customer Care Specialists – Inbound Technical to be the first contact for customers needing technical assistance.

You will troubleshoot, resolve issues, and document interactions while supporting product inquiries in a fast-paced environment. The role welcomes fresh graduates and values prior customer service or tech support experience. English and Bahasa Malaysia communication skills are essential, with rotational shifts including weekends and

Qualifications

• Experience in customer service, contact centre or technical support is an advantage.
• Strong communication in English and Bahasa Malaysia.
• Good computer literacy and basic technical understanding.
• Demonstrated problem-solving and troubleshooting skills.
• Willing to work in rotational shifts, weekends and public holidays when required.

Responsibilities

• Handle inbound customer calls professionally and efficiently.
• Provide first-level technical support and troubleshooting assistance.
• Identify, diagnose and resolve customer technical issues.
• Guide customers through step-by-step troubleshooting procedures.
• Record interactions and resolutions accurately in the system.
• Escalate complex issues to the appropriate support team.
• Adhere to service standards and escalation processes.
• Maintain high levels of customer satisfaction and meet KPIs.

Skills

Customer service

Communication

Problem solving

Technical troubleshooting

Computers & IT basics

Tools

CRM software

Job description

We are looking for enthusiastic and customer-focused individuals to join our team as Customer Care Specialists – Inbound Technical.

You will be the first point of contact for customers who require assistance with technical issues, product enquiries, troubleshooting and service-related concerns. If you enjoy solving problems, communicating with people and working in a fast-paced environment, this opportunity is for you.

Key Responsibilities

Handle incoming customer calls professionally and efficiently.

Provide first-level technical support and troubleshooting assistance.

Identify, diagnose and resolve customers’ technical issues.

Guide customers through step-by-step troubleshooting procedures.

Handle enquiries related to products, services, systems and account-related matters.

Accurately record customer interactions, issues and resolutions in the system.

Escalate complex or unresolved technical issues to the relevant support team.

Follow established procedures, service standards and escalation processes.

Maintain a high level of customer satisfaction and service quality.

Achieve assigned KPIs including Customer Satisfaction, Quality, Average Handling Time and Attendance.

Requirements

Fresh graduates are welcome to apply.

Prior experience in customer service, contact centre or technical support will be an added advantage.

Good communication skills in English and Bahasa Malaysia.

Comfortable handling inbound calls and assisting customers with technical issues.

Basic computer literacy and good understanding of common technology concepts.

Strong problem-solving and troubleshooting skills.

Willing to work on rotational shifts, weekends and public holidays where required.

Positive attitude, customer-oriented mindset and willingness to learn.

What We Offer

Salary Package up to RM2,700

Structured training and onboarding

Professional and supportive working environment

Opportunity to build experience in customer service and technical support

Ideal Candidate

We are looking for someone who is:

Customer-focused
Able to communicate professionally and understand customers’ needs.

Tech-Savvy
Comfortable with computers, systems and basic technical troubleshooting.

Problem-Solver
Able to think logically and provide practical solutions.

Resilient & Positive
Able to remain calm and professional when handling challenging customer situations.

Team Player
Willing to collaborate with colleagues and support the wider team.

At SRG Asia Pacific, we’re more than just a BPO — we’re a family of passionate people creating amazing customer experiences every day! With over 25 years in the industry, we partner with top global brands in telco, finance, and e-commerce. We’re ISO certified, MSC-status accredited, and big on growth, learning, and teamwork. If you’re looking for a fun, supportive, and dynamic place to build your career — SRG is where your journey begins!