Customer Service Representative

Jump Retail; Kuala Lumpur; On-site; MYR 24,000 - 40,000; Full time

Benefits offered by this job

EPF

SOCSO

Annual Leave

Medical Leave

Health Insurance

Compassionate Leave

Marriage Leave

Maternity Leave

Parental Leave

Salary Increment

Transportation allowances

Nearby public transportation

Professional Career Development

Job summary

Jump Retail in Kuala Lumpur is seeking a full-time onsite Technical Support/Customer Service Associate to assist customers with hardware, software, and network issues at Persiaran TRX.

The role requires 1–2 years in a tech support or customer service role, strong English and Bahasa Malaysia; Mandarin is a plus. A proactive, patient approach is essential for delivering excellent service and satisfaction.

Qualifications

• SPM or O-level qualification.
• 1–2 years in technical support or customer service.
• Strong technical knowledge, troubleshooting hardware and software.
• Excellent customer service with a patient, empathetic approach.
• Fluent in English and Bahasa Malaysia; Mandarin a plus.
• Willing to work full-time onsite at Persiaran TRX, Bandar Kuala Lumpur.
• Able to multitask and prioritize in a fast-paced environment.
• Proactive attitude toward problem solving and customer satisfaction.

Responsibilities

• Provide first-level technical support and troubleshooting for hardware, software, and network issues reported by customers, ensuring timely resolution.
• Respond to customer inquiries via phone, email, and in-person, delivering exceptional service by listening and providing accurate information.
• Diagnose and resolve technical problems related to company products and services; escalate complex issues when needed.
• Install, configure, and maintain computer systems, peripherals, and related software; ensure optimal functioning.
• Educate customers on product features, services, and basic troubleshooting steps.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Collaborate with sales and marketing to gather customer feedback and identify service improvements.
• Adhere to company policies including data security and privacy protocols.

Skills

Technical troubleshooting

Customer service

English & BM

Problem solving

Education

SPM / O-level

Tools

CRM software

Windows OS

Microsoft Office

Ticketing system

Job description

Possess a Secondary School Certificate (SPM) or equivalent qualification ('O' Level).

Minimum of 1-2 years of proven experience in a technical support or customer service role.

Demonstrate strong technical knowledge, including troubleshooting common hardware and software issues.

Excellent customer service skills with a patient and empathetic approach to resolving customer inquiries and complaints.

Proficient in both written and verbal communication in English and Bahasa Malaysia.

Ability to communicate effectively in Mandarin is a significant advantage.

Willingness to work full-time onsite at our Persiaran TRX, Bandar Kuala Lumpur location.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

A proactive attitude towards problem-solving and a commitment to customer satisfaction.

Requirement

• Possess a Secondary School Certificate (SPM) or equivalent qualification ('O' Level).
• Minimum of 1-2 years of proven experience in a technical support or customer service role.
• Demonstrate strong technical knowledge, including troubleshooting common hardware and software issues.
• Excellent customer service skills with a patient and empathetic approach to resolving customer inquiries and complaints.
• Proficient in both written and verbal communication in English and Bahasa Malaysia.
• Ability to communicate effectively in Mandarin is a significant advantage.
• Willingness to work full-time onsite at our Persiaran TRX, Bandar Kuala Lumpur location.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A proactive attitude towards problem-solving and a commitment to customer satisfaction.

Responsibility

• Provide first-level technical support and troubleshooting for hardware, software, and network issues reported by customers, ensuring timely resolution and minimal disruption.
• Respond to customer inquiries via phone, email, and in-person, delivering exceptional customer service by actively listening, understanding needs, and providing accurate information.
• Diagnose and resolve technical problems related to company products and services, escalating complex issues to senior technicians or relevant departments when necessary.
• Install, configure, and maintain computer systems, peripherals, and related software, ensuring all equipment is functioning optimally.
• Educate customers on product features, services, and basic troubleshooting steps, empowering them to resolve minor issues independently.
• Maintain accurate and detailed records of customer interactions, technical issues, and resolutions in the CRM system for tracking and reporting purposes.
• Collaborate with the sales and marketing teams to gather customer feedback and identify opportunities for service improvement and product enhancement.
• Adhere to all company policies and procedures, including data security and privacy protocols, to ensure a safe and compliant working environment.

Benefits

• EPF
• SOCSO
• Annual Leave
• Medical Leave
• Health Insurance
• Compassionate Leave
• Marriage Leave
• Maternity Leave
• Parental Leave
• Salary IncrementTransportation allowances
• Nearby public transportation
• Professional Career Development