Customer Support

TRINITY WORKFORCE SOLUTIONS SDN. BHD.; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Job summary

TRINITY WORKFORCE SOLUTIONS SDN. BHD. in KL Sentral, Kuala Lumpur is seeking a Customer Service Executive to deliver first-contact resolutions with empathy and strong customer relationships for Mandarin-speaking clients.

The role requires fluency in Mandarin and English, flexibility for 24/7 rotational shifts, and the ability to navigate multiple systems. Fresh graduates are welcome, and candidates with at least 1 year of customer service experience are encouraged to apply.

Qualifications

• Proficiency in Mandarin and English (spoken and written) is mandatory.
• Fresh graduates are encouraged to apply.
• Candidates with at least 1 year of Customer Service experience are welcome.
• Excellent communication and interpersonal skills.
• Basic computer literacy with the ability to navigate multiple systems.
• Willing to work on rotational shifts, including weekends, public holidays, and night shifts.

Responsibilities

• Serve as the primary point of contact for customers with empathy and active listening to deliver first-call resolutions.
• Handle inquiries via inbound calls, live chat, and email and identify opportunities to recommend products/services.
• Meet or exceed KPIs for service quality, productivity, response time, and customer satisfaction.

Skills

Mandarin language

English language

Customer service

CRM systems

Tools

CRM systems

Job description

Employment Type: Permanent Employment with a Leading BPO Company
Location: KL Sentral, Kuala Lumpur
Joining Date: 14th September 2026

Working Hours

24/7 rotational shifts

5 working days with 2 rotational off days per week

Job Responsibilities

As a Customer Service Executive you will:

Serve as the primary point of contact for customers by demonstrating empathy, active listening, and critical thinking to deliver accurate first-call resolutions while building strong customer relationships.

Handle customer inquiries professionally through inbound calls, live chat, and email, while proactively identifying opportunities to recommend additional products or services that add value to the customer.

Consistently achieve or exceed key performance indicators (KPIs), including service quality, productivity, response time, and customer satisfaction, by maintaining strong knowledge of client products and services.

Accurately document customer interactions, track complex cases, and elevate inquiries to the appropriate teams when necessary to ensure timely and effective resolution.

Contribute to continuous improvement initiatives by providing customer feedback and supporting efforts to enhance service quality and overall customer experience.

Ensure compliance with company policies, healthcare regulations, data privacy requirements, and standard operating procedures.

Job Requirements

Proficiency in Mandarin and English (spoken and written) is mandatory. We are seeking candidates proficient in Mandarin/Cantonese to effectively communicate with Mandarin-speaking clients.

Fresh graduates are encouraged to apply.

Candidates with at least 1 year of Customer Service experience are welcome.

Excellent communication and interpersonal skills.

Basic computer literacy with the ability to navigate multiple systems.

Willing to work on rotational shifts, including weekends, public holidays, and night shifts.