Customer Service Specialist

Softenger Malaysia; Kuala Lumpur; Sur place; MYR 31 000 - 47 000; Plein temps

Résumé du poste

Softenger Malaysia is seeking a customer service professional to handle inbound inquiries and complaints via voice, chat and email from a Kuala Lumpur base. You will log interactions in the CRM, resolve issues on first contact when possible, and strive to meet quality and satisfaction KPIs.

The ideal candidate holds a Diploma or degree, fresh graduates welcome, with at least one year in a call centre, BPO or helpdesk, and demonstrates strong English communication (CEFR C1).

Qualifications

• Diploma or above, or a degree; fresh graduates welcome.
• Minimum 1 year of customer service experience (call centre, BPO, helpdesk or similar)
• Strong English communication skills (CEFR C1 level, spoken and written)

Responsabilités

• Handle inbound customer enquiries and complaints professionally via voice, chat and email
• Provide accurate information, resolve issues on first contact where possible, and escape complex cases following the escalation process
• Log and track every interaction accurately in the CRM/ticketing system
• Meet KPIs for quality, productivity, response time, resolution rate and customer satisfaction
• Take part in training, coaching and quality reviews to improve performance
• Work 24/7 rotating shifts, including nights, weekends and public holidays, as scheduled

Connaissances

Clear communication

Empathy

Patience under pressure

Active listening

Problem-solving

Multitasking

Formation

Diploma or higher

Description du poste

• Handle inbound customer enquiries and complaints professionally via the assigned channels (voice, chat and/or email)
• Provide accurate information, resolve issues on first contact where possible, and escape complex cases following the escalation process
• Log and track every interaction accurately in the CRM/ticketing system
• Meet KPIs for quality, productivity, response time, resolution rate and customer satisfaction
• Take part in training, coaching and quality reviews to improve performance
• Work 24/7 rotating shifts, including nights, weekends and public holidays, as scheduled
• Diploma or above, or a degree (fresh graduates are welcome to apply)
• Minimum 1 year of customer service experience (call centre, BPO, helpdesk or similar)
• Strong English communication skills (CEFR C1 level, spoken and written)

Skills and Attributes

• Clear, confident and empathetic communication
• Patience and composure under pressure
• Good listening, problem-solving and multitasking skills