Customer Solutions Specialist (Telesales)

ViewQwest Management Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Yearly Increment & Subsidized Internet

Job summary

ViewQwest Management Sdn Bhd is seeking a Customer Solutions Specialist (Telesales) to support Malaysia Residential customers and SG C MY segments. The role emphasizes retention, upsell opportunities, and resolving multi-issue cases with English, Bahasa Malaysia, and Mandarin proficiency.

The successful candidate will own end-to-end customer cases, coordinate with Service Delivery, NOC, Finance, and Sales, and strive to meet CSAT, SLA, and QA targets while delivering personalized solutions.

Qualifications

• Minimum 2 years of experience in customer service, customer success, account management, or contact centre operations.
• Proven escalations handling, retention cases, or service recovery experience.
• Proven sales skills are compulsory for this role.
• Fluent in English, Bahasa Malaysia and Mandarin.

Responsibilities

• Augment CS support for Malaysia Residential customers focused on digital leads conversion and complex cases.
• Support customers in English, Bahasa Malaysia, and Mandarin throughout the journey.
• Own customer cases from enquiry to resolution, ensuring timely updates and closure.
• Coordinate with internal teams (Service Delivery, NOC, Finance, Sales) to resolve issues.
• Maintain accurate customer records in Salesforce CRM and ensure SLA, CSAT, QA targets are met.

Skills

Sales skills

Communication

Negotiation

Problem solving

English

Bahasa Malaysia

Mandarin

Tools

Salesforce

CRM systems

Job description

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).

ViewQwest is a regional telco & ICT services provider with operations in Singapore (HQ), Malaysia, Philippines & Hong Kong.

We specialize in providing Domestic and Global Connectivity, Managed Network and Managed Security solutions. We are a trusted partner of global Fortune 500 companies and top enterprises in SEA.

For the past 20 years, we serve a wide range of industries and have helped many businesses build & transform their network & security infrastructure, securely move to the cloud, and achieve their digital agenda.

ViewQwest is a regional telco & ICT services provider with operations in Singapore (HQ), Malaysia, Philippines & Hong Kong.

We specialize in providing Domestic and Global Connectivity, Managed Network and Managed Security solutions. We are a trusted partner of global Fortune 500 companies and top enterprises in SEA.

For the past 20 years, we serve a wide range of industries and have helped many businesses build & transform their network & security infrastructure, securely move to the cloud, and achieve their digital agenda.

Perks and benefits

• Medical
• Dental
• Vision
• Yearly Increment & Subsidized Internet Plans