Customer Support Associate II

Simpletruss Sdn Bhd; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A technology service provider in Kuala Lumpur is seeking a Customer Support Associate II to serve as a liaison between clients and vendors. This role involves managing customer maintenance requests primarily through phone and electronic communication. Ideal candidates will have strong communication skills, prior customer service experience, and a customer-first mindset. Ability to work shifts and manage time effectively in a dynamic environment is essential.

Qualifications

• Excellent written and verbal communication skills in English; Spanish is an added advantage.
• Previous experience in customer service or technical support role is highly preferred.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Develop and maintain positive client relations to ensure superior client satisfaction.
• Receive and handle customer calls and email requests for services.
• Manage real-time inquiries while keeping track of and responding to commitments.

Skills

Communication skills

Problem-solving skills

Multitasking

Customer service orientation

Education

Minimum SPM, Bachelor's degree or diploma in Communications, Business, or related field

Tools

Customer support tools

Email systems

Job description

Summary

The Customer Support Associate II acts as a liaison between our clients and our network of vendors by managing all our clients' customers’ repair and maintenance needs within our client technology platform. This role communicates predominantly on the phone and electronically with clients and vendors to ensure all maintenance services are completed effectively and efficiently.

Responsibilities

• Develop and maintain positive client relations required to ensure superior client satisfaction.
• Receive and handle customer calls and email requests for services.
• Manage real-time inquiries while keeping track of and responding to commitments.
• Escalate all disputes or unsatisfied service confirmations promptly.
• Remain on the queue and address all requests and customer questions.
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed-upon Scope of Work throughout the duration of the relationship.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Enter information into our database and ensure consistency and accuracy.
• Demonstrate professionalism in communication, relationship development, customer service, etc.
• Shift flexibility may be required, 24x7, for the hours of operation.
• Foster a positive team environment.
• Ensure confidentiality and accuracy of internal and external data.
• Perform ad-hoc projects and other duties as assigned.

Qualifications

• Minimum SPM, Bachelor’s degree or diploma in Communications, Business, or related field (preferred).
• Excellent written and verbal communication skills in English and Spanish are an added advantage.
• Previous experience in a customer service or technical support role is highly preferred.
• Experience in the Telco and call centre industry and serving the US market is a plus.
• Prior experience in customer service, vendor management, or a similar role (Construction industry experience is a plus).
• Strong problem-solving skills and attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using email systems and customer support tools.
• A customer-first mindset with patience, empathy, and professionalism.

Other Requirements

• Willingness to work on a shift basis, including evenings.

Note

This job description is intended to convey information essential to understanding the scope of the role. Specific duties may vary based on the organization's needs and the candidate's expertise.