Customer Service Executive

Focal Consulting; Kuala Lumpur; On-site; MYR 47,000 - 74,000; Full time

Benefits offered by this job

Yearly Performance Bonus

Monthly Transport Allowance

Monthly Food Allowance

Job summary

Focal Consulting is seeking a customer support professional in Kuala Lumpur to handle inquiries across live chat, email, and phone. You will troubleshoot issues, provide accurate solutions, and escalate complex cases to internal teams when needed.

You will maintain up-to-date product knowledge, log interactions in the CRM, and strive to meet CSAT targets while delivering high-quality service daily.

Qualifications

• Education requirement: Diploma or Bachelor's degree in any discipline (fresh graduates with strong communication skills welcome).
• 1–2 years of customer support, call center, or helpdesk experience is an added advantage.
• Strong written and verbal communication in English, Bahasa Malaysia and Mandarin.

Responsibilities

• Handle multi-channel customer inquiries across live chat, email, and phone in a timely and professional manner.
• Troubleshoot user issues, provide accurate solutions, and escalate complex complaints to internal teams as needed.
• Maintain up-to-date knowledge of products and promotions to guide customers effectively.
• Record customer feedback, inquiries, and outcomes in the CRM and ticketing system.
• Meet performance metrics including first-response time, resolution rate, and CSAT targets.

Skills

Empathy

Active listening

Customer-first mindset

English proficiency

Bahasa Malaysia

Mandarin

Education

Bachelor's degree or Diploma

Tools

CRM system

Ticketing system

Job description

Role Summary

Deliver friendly support, resolve customer inquiries swiftly, and ensure high client satisfaction.

Roles & Responsibilities

• Customer Assistance: Handle multi-channel customer inquiries across live chat, email, and phone in a timely and professional manner.
• Issue Resolution: Troubleshoot user issues, provide accurate solutions, and elevate complex complaints to the appropriate internal teams.
• Product Mastery: Maintain an up-to-date understanding of products, services, and ongoing promotions to guide customers effectively.
• CRM & Logging: Accurately record customer feedback, inquiries, and dispute outcomes into the CRM and ticketing system.
• Service Quality: Consistently meet performance metrics, including first-response time, resolution rate, and customer satisfaction (CSAT) targets.

Requirements

• Education: SPM, Diploma, or Bachelor’s Degree in any discipline (Fresh graduates with strong communication skills are welcome).
• Experience: 1–2 years of customer support, call center, or helpdesk experience is an added advantage.
• Communication Skills: Strong written and verbal communication skills in English, Bahasa Malaysia and Mandarin.
• Soft Skills: High empathy, active listening, patience under pressure, and a positive, customer-first attitude.

Benefits

• Yearly Performance Bonus: Rewarded annually based on individual and company achievements.
• Monthly Transport Allowance: Financial support to cover daily commuting expenses.
• Monthly Food Allowance: Monthly food allowance provided to support your meal needs.