Customer Service – Contact Centre (Telecommunications)

YTL Communications; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A telecommunications company in Kuala Lumpur is seeking a Customer Care Specialist to manage customer interactions professionally across various channels. Candidates should have at least an SPM qualification and preferably STM/STPM. Fluency in Bahasa Malaysia and/or English is required, while knowledge of Mandarin is an added advantage. This role requires a positive attitude, commitment to service excellence, and abilities to adapt to shift hours including weekends and public holidays. Competitive benefits include health insurance and a free Yes 5G line.

Benefits

Health insurance

Maternity leave

Opportunities for promotion

Free Yes 5G Line

Qualifications

• Detail oriented, process driven thinker with relentless follow through.
• Able to work on shift/retail hours.
• Willing to work on weekends and Public Holiday.

Responsibilities

• Answer customer calls and respond professionally to various interaction channels.
• Update customer interactions in the CRM system promptly.
• Ensure compliance with the company’s Standard Operating Procedures.

Skills

Technology savvy

Fluent in Bahasa Malaysia and/or English

Problem solving

Education

Minimum SPM and above

STM/STPM and above (Preferred)

Job description

Responsibilities

• Ability to answer customers' calls and respond to any types of customer's interaction channels in a professional manner, using the techniques in our training.
• Ability to respond to customers' enquiries and complaints on any types of interaction channels such as mobile app, email, social media and chat.
• Ability to search for information related to any given task using our online knowledge base system and providing our customers' with accurate product information.
• Passionate to serve our customers with great service and keeping them happy, to ensure all customers' interactions are updated via our Customer Relationship Management system so that all service request is promptly responded within SLA.
• To ensure that all actions taken when handling customer’s enquiry and complaints, are in compliance with the company’s Standard Operating Procedures and Policies, and to elevate to Team Leaders for advice in exceptional cases.
• Ability to complete all assigned tasks in a timely manner and to achieve individual and team KPI targets.
• Ability to adapt to changes, new assignments or other duties related to customer service; given at any point of time by Team Leaders and Managers.
• Positive working attitude, pleasant personality and a heart for our customers.

Job Requirements

• Minimum SPM and above
• Detail oriented, process driven thinker with relentless follow through
• Trustworthy
• Able to work on shift /retail hours
• Willing to work on weekends and Public Holiday

Skills Required

• Technology savvy
• Ability to communicate fluently in Bahasa Malaysia and/or English, added advantage if able to speak 3rd local dialect
• Basic knowledge in using a computer and smart phone
• Problem solving
• Trustworthy
• Health insurance
• Maternity leave
• Opportunities for promotion
• Free Yes 5G Line

Public Transport

• MRT Sentul Barat (Shuttle Service available morning and Evening to MRT)

Schedule

• 6 & 5 days Rotational shift

Education

• STM/STPM and above (Preferred)

Experience

• Customer Care Specialist: 1 year (Preferred)
• Fresh Graduate

Language

• Mandarin to effectively communicate with Mandarin-speaking clients.