Customer Service Specialist (Call Center) - AU/NZ

Vuly Play; Kuala Lumpur; On-site; MYR 37,000 - 57,000; Part time

Job summary

Vuly Play Malaysia is seeking a Customer Service Specialist (Call Center) to be the voice of our brand in Kuala Lumpur. You will handle calls, emails, and live chats, provide product information, and assist with orders and returns.

The role requires high-level English with a Western accent, CRM proficiency, and the ability to work rotating shifts on site at Wisma GER near KLCC. Fresh graduates are welcome; contract duration is 6 months with potential to convert to full-time.

Qualifications

• Must have high level English with western accent.
• Diploma or Degree required; fresh grads encouraged.
• Experience in AU/US markets is advantageous.
• Willing to work rotating shifts, weekends and public holidays.

Responsibilities

• Respond promptly and professionally to customer inquiries via telephone, email, and live chat.
• Provide accurate information about products, features, assembly, and maintenance.
• Assist with order placement, tracking, modifications, and cancellations.
• Resolve issues and escalate to Technical Support or Logistics when needed.
• Process warranty claims, returns, and exchanges per policy.
• Document interactions in the CRM system.
• Meet or exceed performance targets (CSAT, response time, resolution rate).

Skills

Exceptional Communication

Customer Focus

Problem-Solving

Technical Proficiency

Adaptability

Team Player

Education

Diploma or Degree

Tools

Salesforce

Zendesk

Microsoft Office

Job description

Customer Service Specialist (Call Center) - AU/NZ

Vuly creates premium outdoor play equipment used by families across Australia, the United States, Europe, and beyond. As part of our growing KL hub, we are seeking a call center team to join our dynamic team at Vuly Malaysia. If you’re passionate about customer service, thrive in a fast-paced environment, and enjoy solving problems with a smile, this is the role for you!

Job Summary

The Call Center Executive is the first point of contact for Vuly Play's customers, providing high-quality, professional, and efficient service. This role involves handling incoming calls, emails, and live chat inquiries related to product information, orders, troubleshooting, warranty claims, and general support. The ideal candidate possesses excellent English communication skills, a patient and empathetic demeanor, and a strong commitment to customer satisfaction.

About the role

**MUST HAVE HIGH LEVEL ENGLISH WITH WESTERN ACCENT*

Respond promptly and professionally to customer inquiries via telephone, email, and live chat.

Provide accurate and detailed information about Vuly Play products (features, specifications, assembly, and maintenance).

Assist customers with order placement, tracking, modifications, and cancellations.

Efficiently resolve customer issues, complaints, and service problems, escalating complex issues to the appropriate internal teams (e.g., Technical Support, Logistics) when necessary.

Process warranty claims, returns, and exchanges according to company policies and procedures.

Operational Excellence

**This role requires a high level of spoken English with western accent*

Maintain a high level of product knowledge, staying up-to-date on new product launches, promotions, and policy changes.

Accurately document all customer interactions, transactions, and resolutions in the Customer Relationship Management (CRM) system.

Meet or exceed individual and team performance targets, including response time, resolution rate, and customer satisfaction (CSAT) scores.

Identify and report trends in customer inquiries or product issues to management to help improve product quality and service processes.

Teamwork and Compliance

Collaborate effectively with team members and other departments to ensure a seamless customer experience.

Adhere strictly to all company policies, procedures, and quality standards.

Participate in training sessions and team meetings to enhance skills and knowledge.

What we’re looking for

Exceptional Communication: Fluent in English (written and spoken).

Customer Focus: A genuine desire to help and resolve customer issues with empathy, patience, and a positive attitude.

Problem-Solving: Strong analytical and critical thinking skills to quickly diagnose problems and provide effective solutions.

Technical Proficiency: Competent in using computer systems, CRM software (e.g., Salesforce, Zendesk), and Microsoft Office Suite.

Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage multiple tasks simultaneously.

Team Player: Reliable, punctual, and able to work collaboratively within a team.

Nice to have

Minimum a Diploma or Degree in any field. (Fresh Grads are encourage to apply)

Previous call center/customer service experience in AU/US markets is highly advantageous.

Willing to work rotating shifts, weekends and public holidays.

Working Conditions

Location: Wisma GER, near KLCC

Working Hours: Required to cover shift rotations, weekends, or public holidays based on business needs.

On site. No Hybrid / Work from Home

Environment: Professional call center environment.

Contract Duration: 6 months with potential to convert to full time employment

At Vuly Malaysia, we believe our people are our greatest strength. As part of the Call Center team, you’ll be the voice of our brand, helping customers with care and professionalism. We offer competitive rewards, career growth opportunities, and a dynamic team culture where your contributions truly matter. Join us and be part of a global success story!