Customer Solutions Specialist (Telesales)

Viewqwest Private Limited; Kuala Lumpur; On-site; MYR 42,000 - 64,000; Full time

Job summary

Viewqwest Private Limited is seeking a Customer Solutions Specialist (Telesales) in Malaysia. The role focuses on Malaysia Residential customers, driving digital lead conversions and handling complex retention and expansion cases across English, Bahasa Malaysia and Mandarin.

You will support customers across multiple channels (phone, email, WhatsApp, chat) and coordinate with Service Delivery, NOC, Finance and Sales to resolve issues, ensuring timely updates and resolutions.

Qualifications

• Minimum 2 years of experience in customer service, customer success, account management, or contact centre operations.
• Proven sales skills are compulsory for this role.
• Fluent in English, Bahasa Malaysia and Mandarin.
• Strong communication, negotiation and problem-solving skills.

Responsibilities

• Handle customer enquiries via phone, email, WhatsApp, chat and CRM cases.
• Achieve retention, renewal and upsell targets where applicable.
• Coordinate with internal teams to resolve customer issues and deliver solutions.
• Maintain accurate customer records and case updates in the CRM.
• Own customer cases from enquiry to resolution with timely updates.

Skills

Multilingual: EN/BM/Mandarin

Sales skills

Customer service

Negotiation

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Customer Solutions Specialist (Telesales)

The Customer Solution Specialist (CSS) shall augment the CS support for Singapore C Malaysia Residential customers, focused on MY digital leads conversion and complex customer cases such as customer retention, account renewal and expansion, and multi issue cases.

The CSS will support customers in English, Bahasa Malaysia, and Mandarin, providing localized assistance and personalized solutions throughout the customer journey.

Key Responsibilities:

Customer Relationship Management s Retention

Relocation requests

Termination considerations

Recommend appropriate solutions to retain customers while aligning with company policies.

Account Expansion & Value Growth

Identify opportunities to increase customer value through relevant products and services.

Understand customer needs and recommend suitable offerings, including:

Broadband plan upgrades

Value-added services (VAS)

Additional service options

Customer Support Case Ownership

Handle customer enquiries via phone, email, WhatsApp, chat, and CRM cases.

Provide support for Mandarin and Malay-speaking SG C MY Residential customers on:

Broadband services

Account management

Router and service-related issues

Service requests

Own customer cases from enquiry to resolution, ensuring timely updates and closure.

Coordinate with internal teams including Service Delivery, NOC, Finance, and Sales to resolve customer issues.

"We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients."\

Manage escalated customer cases with professionalism and ownership.

Conduct root cause analysis and provide effective service recovery solutions.

Ensure customer concerns are addressed promptly to restore confidence and maintain relationships.

Operational Excellence

Maintain accurate customer records and case updates in Salesforce CRM.

Ensure compliance with operational processes and customer handling guidelines.

Achieve key performance targets including:

Customer Satisfaction (CSAT)

SLA compliance

Quality Assurance (QA)

Productivity

Business Continuity Support

Provide local support capability for SG C MY Residential customers as part of business continuity planning.

Support operational coverage during regional disruptions or unforeseen events affecting other support locations.

Requirements:

Minimum 2 years of experience in customer service, customer success, account management, or contact centre operations.

Proven experience handling customer escalations, retention cases, or service recovery.

Proven sales skills are compulsory for this role.

Fluent in English, Bahasa Malaysia and Mandarin.

Experience in telecommunications, broadband, technology, or subscription-based services is preferred.

Strong communication, negotiation, and problem-solving skills.

Customer-focused with strong ownership and accountability.

Familiarity with CRM systems (Salesforce preferred).