Customer Support Representative (Global English)

Concentrix; Cyberjaya; On-site; MYR 36,000 - 49,000; Full time

Job summary

Concentrix in Malaysia is seeking a Customer Support Officer to handle inquiries via phone, chat and email, document all requests, and gather information for incident resolution.

You will determine entitlements, review alternatives, update records, and access knowledge bases to provide accurate information. The role involves escalating to the right teams when needed and following up on ticket closures.

Qualifications

• Respond and resolve customer inquiries across phone, chat and email.
• Document each request with accurate details for resolution.
• Gather necessary information to classify and address the request or incident.
• Provide information and determine appropriate entitlements and services.
• Escalate to the proper support group when needed and track status.

Responsibilities

• Responding to the incoming requests via Phone, Chat & Email.
• Documenting all requests.
• Gathering all appropriate information for the type of request or incident.
• Attempting to fulfill the request or resolve the incident.
• Being familiar to who is entitled to receive what services.
• Being familiar with the alternatives resolution for the request type.
• Reviewing the alternatives resolution with the requester.
• Updating the request record to reflect the ongoing steps of resolution.
• Accessing knowledge base or on-line information.
• Responding to Customer request with accurate and appropriate information.
• Transferring or Escalating the requests to the appropriate support group.
• Informing the customer of the status of an existing request, upon request.
• Contacting the customer for further information, as required.
• Closing requests with customer agreement.
• Ensure follow up on ticket closure.
• Perform Remote Access Support Services.

Job description

Responding to the incoming requests via Phone, Chat & Email

Documenting all requests

Gathering all appropriate information for the type of request or incident

Attempting to fulfill the request or resolve the incident

Being familiar to who is entitled to receive what services

Being familiar with the alternatives resolution for the request type

Reviewing the alternatives resolution with the requester

Updating the request record to reflect the ongoing steps of resolution

Accessing knowledge base or on-line information

Responding to Customer request with accurate and appropriate information

Transferring or Escalating the requests to the appropriate support group

Informing the customer of the status of an existing request, upon request

Contacting the customer for further information, as required

Closing requests with customer agreement

Ensure follow up on ticket closure.

Perform Remote Access Support Services.

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How much notice are you required to give your current employer?
• Do you have customer service experience?
• What's your average typing speed?

Information Technology Services More than 10,000 employees

About Concentrix

Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. For more information visit www.concentrix.com to learn more

About Concentrix

Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. For more information visit www.concentrix.com to learn more

What can I earn as a Customer Support Officer