Customer Support Agent

TopNotch HR Consulting Firm; Kuala Selangor; On-site; MYR 30,000 - 40,000; Full time

Job summary

A consulting firm in Kuala Selangor is seeking a Customer Support Specialist to deliver real-time support across various channels. This role requires at least 2 years of experience in the service industry, with a focus on customer engagement. Candidates must have excellent English communication skills and be proficient with various digital tools. Responsibilities include end-to-end issue resolution and timely escalation of customer concerns. A background in banking or financial services is a plus.

Qualifications

• At least 2 years working experience in a service industry.
• Experience in Customer Service/Contact Centre is advantageous.
• Ability to communicate and engage with customers effectively.

Responsibilities

• Provide real-time human-assisted customer support.
• Own customer issue resolution end-to-end.
• Conduct timely escalations and root cause analyses.

Skills

Excellent spoken and written English

Customer-centric approach

Attention to detail

Typing speed of at least 60 words per minute

Proficiency with technology

Tools

Microsoft CRM

Zendesk

Livechat

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

TopNotch HR Consulting Firm – Kuala Selangor, Selangor

• Provide real time human-assisted customer support across all owned channels -including but not limited to voice, live chat, email, social media
• Own the customer issue resolution end-to-end; ensuring effective follow through and escalation to internal & external parties as necessary to resolve any issues from our customers

The day-to-day activities:

• Provide 1st level investigation and timely escalations as required to respective teams to ensure proper root cause analyses, speedy resolution and customer satisfaction
• Be a fast learner to execute new processes related to product launches, tactical campaigns, systems enhancements, process automation or channel optimization projects

The must haves:

• At least 2 years working experience in any service industry; experience in Customer Service/Contact Centre in banking/financial industry will be good advantage;
• Excellent spoken and written English to communicate and engage customers
• Typing speed of at least 60 words per minute
• Proficient with technology in general, familiar with social media platforms, digital tools and fast learner to pick up new tools needed for work
• Experience in Microsoft CRM, Zendesk, Livechat and digital servicing channels will be an strong added advantage
• Proficiency in using Microsoft products such as Excel, PowerPoint, Word;
• Customer centric and attention to detail;