Customer Service Specialist ( Chat and email support)

TDCX; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent customer support firm in Kuala Lumpur seeks a dedicated support agent to provide excellent service via non-voice communication channels. The ideal candidate should have strong English proficiency and at least 1 year of experience in live chat. Responsibilities include identifying customer needs, ensuring first contact resolutions, and maintaining data accuracy in the KYC system. This role requires empathy and the ability to work on a rotational shift.

Qualifications

• Demonstrate strong English proficiency or equivalent to C1 level.
• Minimum 1 year experience in related field (Live chat).
• Able and willing to work on a rotational shift pattern, including weekends.

Responsibilities

• Identify customer's needs and provide strategic solutions.
• Ensure first contact resolution and effective follow-up.
• Review and verify client's data for KYC system.

Skills

Strong English proficiency

Empathy

Communication skills

Education

Bachelor's degree

Job description

Overview

Provide excellent support experience to customers via all relevant non-voice communication channels.

Responsibilities

• Identify customer's needs, researching any existing issue to provide strategic solutions that best address the customer's needs while ensuring account verification guidance/steps.
• Ensure first contact resolution and effective follow-up with service partners and internal departments to ensure case closure in accordance with our service standards.
• Provide constructive modification and changing the account profile as per details request.
• Review, verify client's data and input into KYC system.

Qualifications

• Required to demonstrate strong English proficiency or equivalent to C1 level.
• Minimum 1 year experience in related field (Live chat).
• Candidate must possess at least bachelor’s degree.
• Empathetic and can communicate in a caring and friendly manner.
• Able and willing to work on a rotational shift pattern, which will include weekend.