Customer Service Officer

BYD Malaysia; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading automotive company located in Selangor, Malaysia, is seeking a customer service representative to handle inquiries, complaints, and feedback via phone. The ideal candidate possesses a diploma or degree, has prior call centre experience, and is proficient in English, Chinese, and Malay. This role requires someone detail-oriented, organized, and capable of enhancing customer relationships. Clear communication and teamwork are essential for delivering high-quality service.

Qualifications

• Strong written and verbal communication skills are essential.
• Must have prior experience in a call centre environment.
• Detail-oriented and capable of managing multiple enquiries efficiently.

Responsibilities

• Respond to customer inquiries and complaints via phone.
• Deliver high-quality service with accurate information.
• Compile and prepare monthly customer service performance reports.

Skills

Strong written and verbal communication skills

Detail-oriented

Teamwork spirit

Customer-first mindset

Proficient in English

Proficient in Chinese

Proficient in Malay

Education

Diploma or Degree in any field

Job description

Responsibilities:

• Respond to customer inquiries, complaints, suggestions and commendations received via phone.
• Deliver high-quality service by providing accurate information, offering appropriate solutions and maintaining positive customer relationships to enhance overall satisfaction.
• Identify customer needs and relay feedback to relevant departments while ensuring timely and accurate data entry.
• Monitor quality assurance scores, satisfaction metrics, response time, enquiry types, conversion rates and customer feedback to ensure service standards are met.
• Compile and prepare monthly customer service performance reports, highlighting customer insights, recurring issues and areas for improvement.
• Identify frequently asked questions and recommend process or service enhancements to improve efficiency.
• Collaborate closely with sales, aftersales and management teams to ensure smooth information flow and consistent customer experience.
• Escalate urgent issues or critical customer complaints to the appropriate teams promptly.

Requirements:

• Possess at least a Diploma or Degree in any field.
• Strong written and verbal communication skills, with active listening abilities.
• Prior experience in a call centre environment is required.
• Detail-oriented, organized and capable of managing multiple enquiries efficiently.
• Positive attitude, strong teamwork spirit and a customer-first mindset.
• Proficient in English, Chinese and Malay (both written and spoken).