Customer Service Specialist

ASUS; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

ASUS Malaysia is seeking a customer service specialist to handle internal and external enquiries and complaints via email and Live-Chat, aiming to meet KPI targets. The role requires strong communication and problem-solving skills, with a customer-focused attitude.

You will respond through various channels, log incidents accurately, escalate when needed, and stay updated on ASUS products and services. Proficiency in Mandarin, English, and Bahasa Malaysia is essential.

Qualifications

• 3–4 years of experience in customer service, call centre, or contact centre roles.
• Strong communication, interpersonal, and problem-solving skills.
• Proficient in Mandarin, English, and Bahasa Malaysia, both written and spoken.
• Customer-oriented with a professional and positive attitude.
• Able to handle customer inquiries, complaints, and escalations effectively under pressure.
• Good attention to detail with strong follow-up and case management skills.

Responsibilities

• Deliver world class customer service by handling all inquiries or complaints via email and Live-Chat to achieve KPI targets.
• Provide a polite, professional and accurate response.
• Respond to incoming issues via monitoring tool, calls, or emails and log incidents accurately; review with team leader daily.
• Provide support and escalate issues within agreed procedures and SLAs; manage customer expectations and ownership of requests.
• Lead escalations meetings to resolve customer issues promptly and escalate as needed.
• Keep up-to-date on new or enhanced products/services to maintain high quality service.
• Support team leader/manager to review processes and implement improvements.

Skills

Communication skills

Interpersonal skills

Problem-solving

Customer service

Job description

• Deliver world class customer service by handling all internal / external customer enquiries or complaint via email and “Live – Chat”, and to achieve KPI target.
• Provide a polite, professional and accurate respond.
• Respond to incoming issues either by monitoring tool / incoming calls / emails and log incident accurately. To prepare the data and review with team leader / manager in daily basic.
• Provide support and escalation of issues within agreed procedures and service level agreements. Manage customer’s expectations and display ownership for customer request.
• Respond to customer request efficiently and elevate to other functional team as required.
• Keep up-to-date on new or enhanced products/services in order to maintain a high level of quality service to customer.
• To lead escalations meetings to promptly resolve customer issue, elevate unresolved case to team leader / manager.
• Support team leader / manager to continuously review processes, identify and resolved service gaps through constructive feedback and implement process improvements where appropriate.

Requirements :

• 3–4 years of experience in customer service, call centre, or contact centre roles.
• Strong communication, interpersonal, and problem-solving skills.
• Proficient in Mandarin, English, and Bahasa Malaysia, both written and spoken.
• Customer-oriented with a professional and positive attitude.
• Able to handle customer enquiries, complaints, and escalations effectively under pressure.
• Good attention to detail with strong follow-up and case management skills.
• Relevant experience will be an advantage.