Customer Support Agent (China & HK market)

Agensi Pekerjaan RecruitFirst Sdn Bhd; Kuala Lumpur; On-site; MYR 27,000 - 47,000; Full time

Job summary

RecruitFirst is seeking a Customer Support Agent for the China & HK market to handle inquiries via CRM, email, and live chat with accuracy and professionalism. You will build product knowledge to provide effective solutions and triage tickets, escalating complex issues as needed.

Daily duties include documenting interactions in the CRM and following up to ensure CSAT remains high. Working hours are Monday to Friday, 9am to 6pm, with opportunities to grow in a regional team across APAC via

Qualifications

• Experience in customer support or service roles preferred.
• Familiarity with CRM platforms and ticketing systems.
• Strong written and verbal English; knowledge of other languages is a plus.

Responsibilities

• Respond to customer enquiries via CRM platforms, including email and live chat, in a timely, accurate, and professional manner.
• Develop strong knowledge of products and services to provide accurate solutions.
• Review and triage incoming tickets, escalating technical issues to internal teams when required.
• Maintain high CSAT by delivering attentive, helpful, customer-focused support.
• Follow up on cases to ensure timely resolution and positive experience.
• Accurately document customer interactions, enquiries, and resolutions in the CRM system.

Job description

Customer Support Agent (China & HK market)

Respond to customer enquiries via CRM platforms, including email and live chat, in a timely, accurate, and professional manner.

Develop strong knowledge of the company’s products and services to provide accurate and effective solutions.

Review and triage incoming customer tickets, escalating complex technical issues to the relevant internal teams when required.

Maintain high customer satisfaction (CSAT) by providing attentive, helpful, and customer-focused support.

Follow up on customer cases to ensure timely resolution and a positive customer experience.

Accurately document customer interactions, enquiries, and resolutions in the CRM system.

Monday to Friday, 9am to 6pm

RecruitFirst is a brand of SGX-listed HRnetGroup Limited. Since it's inception in 2013, RecruitFirst has continuously brought to the table fresh perspectives on recruitment and flexible staffing. With a mission in helping people find better jobs and companies find better people, we understand the needs of the talent acquisition market and pride ourselves in being at the forefront of fulfilling them. Together with our affiliates, we have operations in 15 cities across Asia Pacific - Singapore, Kuala Lumpur, Bangkok, Hong Kong, Shanghai, Beijing, Guangzhou, Taipei, Tokyo, Seoul, Suzhou, Jakarta, Shenzhen, Chengdu and Kaohsiung.

RecruitFirst is a brand of SGX-listed HRnetGroup Limited. Since it's inception in 2013, RecruitFirst has continuously brought to the table fresh perspectives on recruitment and flexible staffing. With a mission in helping people find better jobs and companies find better people, we understand the needs of the talent acquisition market and pride ourselves in being at the forefront of fulfilling them. Together with our affiliates, we have operations in 15 cities across Asia Pacific - Singapore, Kuala Lumpur, Bangkok, Hong Kong, Shanghai, Beijing, Guangzhou, Taipei, Tokyo, Seoul, Suzhou, Jakarta, Shenzhen, Chengdu and Kaohsiung.

What can I earn as a Customer Support Officer