Customer Service Executive

Time dotCom Berhad; Kuala Lumpur; On-site; MYR 33,000 - 60,000; Full time

Job summary

TIME dotCom Berhad is seeking a Customer Service Executive to deliver high-quality support to business subscribers. You will handle inquiries, troubleshoot basic connectivity, manage service requests, and coordinate with technical teams to ensure timely resolution.

As the first point of contact, you will maintain customer satisfaction, manage billing inquiries, support installations, and log interactions in CRM.

Qualifications

• 1–3 years experience in customer service, call centre, or ISP/telecom environment preferred.
• Fresh graduates with strong communication skills may be considered.

Responsibilities

• Handle inbound and outbound customer interactions via phone, email and walk-ins.
• Provide accurate information regarding internet services, plans, installation, billing, promotions and all other enquiries.
• Assist customers with service enquiries, requests, complaints, and feedback.
• Perform basic troubleshooting for internet connectivity issues; reboot/configure routers and WiFi, check speed and LAN connectivity.
• Log customer interactions in CRM/ticketing systems and ensure case ownership until resolution.
• Schedule installation, relocation, and technical support appointments; coordinate with field technicians.
• Assist with billing enquiries, payments, and account information; explain invoices and contract terms.

Skills

Customer service

Communication

Problem solving

Interpersonal skills

Pressure handling

Documentation

Multilingual (English)

Education

SPM graduate

Diploma in Telecommunications/IT/Business Administration

Tools

CRM systems

Ticketing systems

Call centre platforms

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.

The position reports to theHead, Customer Service

Job Overview:

The Customer Service Executive is responsible for delivering high-quality customer support to business subscribers of the TIME dotCom. The role involves handling customer enquiries, troubleshooting basic internet connectivity issues, managing service requests, billing enquiries, complaints, and coordinating with technical teams to ensure timely resolution of customer issues.

The executive serves as thefirst point of contactand plays a critical role in maintaining customer satisfaction, service reliability perception, and retention.

• Customer Interaction
  • Handle inbound and outbound customer interactions via phone, email and walkins.
  • Provide accurate information regarding internet services, plans, installation, billing, promotions and all other enquiries.
  • Assist customers with service enquiries, requests, complaints, and feedback.
• Technical Support (Level 1)
  • Performbasic troubleshooting for internet connectivity issues, including:
  • Router/modem reboot and configuration
  • WiFi connectivity issues
  • Speed related complaints
  • Basic LAN connectivity checks
  • Guide customers through step-by-step troubleshooting procedures.
  • Identify whether issues are customer premise equipment, access network, or backbone related.
• Case Management
  • Log customer interactions accurately in CRM/ticketing systems.
  • Ensure proper case ownership and follow-through until resolution.
  • Escalate unresolved or complex issues to Level 2 Technical Support or Service Operations Centre (SOC).
  • Monitor open tickets and update customers on progress.
• Service Coordination
  • Schedule installation, relocation, and technical support appointments.
  • Coordinate with field technicians and technical teams.
  • Follow up on service restoration or installation completion.
• Assist customers with billing enquiries, payments, and account information.
• Explain invoices, charges, service upgrades, and contract terms.
• Support billing dispute investigations where required.
• Manage customer complaints professionally and empathetically.
• De-escalate difficult situations and maintain positive customer experience.
• Ensure complaints are logged and resolved according to company SLA.
• Quality & Compliance
  • Adhere to call centre SOPs, service level agreements (SLAs), and quality standards.
  • Maintain data confidentiality and comply with company policies.
  • Achieve individual KPIs such as:
  • First Call Resolution (FCR)
  • Customer Satisfaction (CSAT)
  • Average Handling Time (AHT)
  • Ticket closure SLA

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT)
• First Call Resolution Rate
• Ticket Resolution SLA Compliance
• Quality Assurance Score
• Customer Retention Support

To be considered, you’ll need:

• Education
  • SPM graduate or Diploma in Telecommunications, Information Technology, Business Administration, or related field.
  • Equivalent work experience may be considered.
• Experience
  • 1–3 years experience in customer service, call centre, or ISP/telecom environment preferred.
  • Fresh graduates with strong communication skills may be considered.
• Technical Skills
  • Basic understanding of internet technologies:
  • Fiber broadband
  • GPON / FTTO networks
  • WiFi routers and network
• Familiarity with:
  • CRM systems
  • Ticketing systems
  • Call centre platforms
• Basic troubleshooting knowledge for:
  • DNS issues
  • Router configuration
  • Speed tests
  • Network connectivity checks
• Soft Skills
  • Excellent communication and interpersonal skills
  • Strong problem-solving ability
  • Customer-focused mindset
  • Ability to work under pressure
  • Good documentation and case management skills
  • Ability to handle difficult customers professionally

Working Conditions:

• Shift-based environment including weekends and public holidays
• High interaction volume with customers

Preferred Attributes:

• Experience supporting fiber broadband customers
• Technical troubleshooting capability
• Multilingual ability (English, Bahasa Malaysia, Mandarin or Tamil)