Customer Service Officer

Commerce Access Sdn Bhd; Petaling Jaya; On-site; MYR 28,000 - 50,000; Full time

Benefits offered by this job

Medical benefits

Group term life coverage

Meal credits

In-house gym and sports facilities

Team events

Job summary

Commerce Access Sdn Bhd is expanding its customer support team in Malaysia. The role focuses on handling high-volume inbound calls, live chat, emails, and social media to deliver superior service. You will stay informed on products and promotions to assist customers effectively.

Requirements include a minimum SPM or diploma and fluency in English and Bahasa Malaysia. The company offers comprehensive medical benefits, life coverage, meal credits, and on-site sports facilities to support staff

Qualifications

• Minimum SPM qualification or Diploma/Advanced/Graduate Diploma.
• Fluent in English and Bahasa Malaysia; additional languages a plus.

Responsibilities

• Handle a high volume of inbound calls with professionalism.
• Engage with customers by listening, addressing inquiries, and providing friendly solutions.
• Manage multiple channels: calls, emails, live chat, and social media (Facebook, Twitter, Instagram, WhatsApp).
• Deliver prompt, high-quality support for seamless customer experience.
• Resolve issues accurately, prioritizing customer satisfaction and retention.
• Maintain accurate customer records in the system with attention to detail.
• Ensure compliance with data privacy policies.
• Stay updated on products, services, promotions to provide informed assistance.
• Take on additional tasks to support team improvements.

Skills

Customer service

Communication skills

Multichannel support

Empathy

Conflict management

Education

SPM or Diploma

Tools

Microsoft Office

Electronic customer service systems

Job description

Commerce Access Sdn. Bhd. established in 2009 as part of the Commerce Dot Com Group of Companies, embarked on a mission in 2019 to share expertise and assist businesses in surpassing milestones while setting new growth benchmarks. The strategy involves providing the first line of sales and support using a multichannel integration platform to enhance the customer experience for all clients.

This initiative provides integrated customer service while diversifying its business. Through the multichannel integration platform, various talents, best-practice business processes, and cutting-edge technologies are synergized to deliver comprehensive and unified solutions for clients.

KEY RESPONSIBILITIES

• Handle a high volume of inbound calls with efficiency, professionalism, and a positive attitude.
• Engage with customers by actively listening, addressing inquiries, and providing solutions in a friendly and customer-focused manner.
• Manage multiple communication channels, including calls, emails, live chat, and social media platforms such as Facebook, Twitter, Instagram, and WhatsApp.
• Deliver prompt and high-quality support, ensuring a seamless and satisfying customer experience.
• Resolve customer issues accurately and thoroughly, prioritizing customer satisfaction and retention.
• Maintain and update customer records in the system with precision and attention to detail.
• Ensure compliance with data privacy policies while handling sensitive customer information.
• Stay updated on products, services, and promotions to provide relevant and informed assistance.
• Take on additional tasks as needed, contributing to team improvements and service excellence.

QUALIFICATIONS

• Minimum SPM qualification and 3 years of relevant experience in a customer contact centre or at least a Diploma, Advanced/Higher/Graduate Diploma, any field.
• Fluent in English and Bahasa Malaysia (additional languages are a plus).
• Proficiency in basic computer operations and familiarity with Microsoft Office applications are required. Experience working with electronic customer service systems is highly desirable.
• A good understanding of the company’s products and services is necessary to deliver accurate and effective customer support.
• Strong interpersonal and communication skills, show empathy, and be able to manage conflict situations with patience and professionalism.
• Strong customer service mindset with a genuine passion for assisting others.
• Willingness to work flexible shifts, including both day and night rotations.
• Prior customer service experience is an added advantage.

LOCATION

WHY JOIN US

• Comprehensive medical benefits for you, your spouse, and children, ensuring your well-being is our top priority.
• Rest easy with our group term life coverage, providing you with security and assurance.
• Stay energized with meal credit that keep you fueled throughout the day.
• An in-house futsal court, badminton court, plus a gym for post-work workouts.
• A variety of fun-filled events and gatherings to unwind.
• Achieve a healthy work-life balance, ensuring you thrive both in and out of the office.