Customer Service Officer

NETS; Kuala Lumpur; On-site; MYR 45,000 - 69,000; Full time

Job summary

NETS is seeking a Customer Service Officer to deliver prompt, professional support across calls and chats. You will maintain accurate CRM records and work toward personal and team targets, ensuring a high-quality customer experience.

Ideal candidates have a Diploma or higher and 2–3 years in a contact centre or customer service role, with strong problem-solving and teamwork abilities. This on-site role in Kuala Lumpur offers opportunities for growth.

Qualifications

• Diploma or higher qualification required.
• 2–3 years of experience in a contact centre or customer service role is preferred.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Handle customer enquiries via calls and chats, inbound and outbound.
• Follow up with internal teams to resolve issues and provide timely updates.
• Record all interactions accurately in the CRM and maintain data quality.
• Work toward individual and team performance targets.
• Escalate recurring issues or trends to team leaders for resolution.

Skills

Problem-solving mindset

Independent worker

Collaborative

Resilient

Under pressure

Education

Diploma or higher qualification

Tools

CRM system

Job description

The NETS Customer Service Team operates daily from 9am to 9pm and serves as the primary contact point for customers seeking assistance with our products and services.

As part of this team, the Customer Service Officer plays a key role in providing prompt, professional, and high‑quality support across various communication channels, contributing to a positive overall customer experience.

Key Responsibilities

• Manage and resolve customer enquiries received via calls and chats, both inbound and outbound.
• Follow up with internal stakeholders on unresolved matters to ensure timely customer updates.
• Accurately and promptly record all customer interactions and follow‑ups in the CRM system.
• Work towards achieving individual and team performance goals.
• Proactively escalates recurring issues or emerging trends to the team leader or manager.

Requirements

Education and Experience

• Minimum of Diploma or higher qualification.
• 2–3 years of experience in a contact centre or customer service role.

Skills and Knowledge

• Problem‑solving mindset with the ability to identify root causes and drive effective solutions.
• Ability to work independently and collaboratively.
• Resourceful, resilient, and able to perform well under pressure.