Customer Service Executive | 12-Month Renewable Contract

CGP Personnel; Kuala Lumpur; On-site; MYR 28,000 - 29,000; Full time

Benefits offered by this job

EPF & SOCSO contributions

Performance-based incentive

Job summary

CGP Personnel in Kuala Lumpur is seeking a Customer Service Executive for a 12-month renewable contract. You will assist customers via live chat, phone and email, delivering helpful information and support in a professional contact center environment.

The role offers a basic salary of RM2,500/month plus a performance incentive up to RM2,550/month, with EPF and SOCSO contributions. Shifts are rotational, including nights, weekends and public holidays, and walking distance to LRT/KTM stations

Qualifications

• 1–2 years of Customer Service, Contact Centre, or BPO experience (Open to Fresh Grad).
• Good communication skills in English and Bahasa Malaysia.
• Comfortable handling customer enquiries through chat, phone, and email.

Responsibilities

• Handle customer enquiries via live chat, inbound/outbound calls, and email.
• Product and service information.
• Account-related assistance and general FAQs.
• Follow established SOPs, workflows, and communication guidelines to deliver consistent customer service.
• Identify and escalate complex cases including disputes and chargebacks, account restrictions and fraud-related issues, KYC and verification issues beyond L1 scope, and complex complaints.
• Ensure complete and accurate documentation when escalating cases to L2/L3 support teams.
• Maintain accurate ticket logging, categorization, and case tracking.
• Meet individual and team KPIs, including SLA, AHT, quality, and productivity targets.

Skills

Customer service

Call center

BPO

Communication

Job description

Customer Service Executive | 12-Month Renewable Contract

Looking to grow your career in the financial services industry? Join our customer service team and support customers through phone, email, and live chat while developing valuable experience in a professional contact center environment.

Contract: 12-Month Renewable Contract

Working Hours: 5-day work week, 24/7 rotational shifts (including weekends & public holidays)

Convenient Location: Walking distance to LRT & KTM stations

Salary & Benefits

Basic Salary: RM2,500/month (Non-negotiable)

Performance Incentive: Up to RM2,550/month (Performance-based, inclusive of applicable night shift allowance)

EPF & SOCSO contributions

Key Responsibilities

• Handle customer enquiries via live chat, inbound/outbound calls, and email.
• Product and service information
• Account-related assistance and general FAQs
• Follow established SOPs, workflows, and communication guidelines to deliver consistent customer service.
• Identify and Escalate complex cases, including:
  • Disputes and chargebacks
  • Account restrictions and fraud-related cases
  • KYC and verification issues beyond L1 scope
  • Complex complaints requiring further investigation
• Ensure complete and accurate documentation when escalating cases to L2/L3 support teams.
• Maintain accurate ticket logging, categorization, and case tracking.
• Meet individual and team KPIs, including SLA, AHT, quality, and productivity targets.

Requirements

• 1–2 years of Customer Service, Contact Centre, or BPO experience (Open to Fresh Grad).
• Good communication skills in English and Bahasa Malaysia.
• Comfortable handling customer enquiries through chat, phone, and email.
• Able to work in a structured environment and follow SOPs closely.
• Willing to work rotational shifts, including nights, weekends, and public holidays.
• Flexible to support ad-hoc shift changes based on business requirements.