Customer Support & Success Specialist

Scicom (MSC) Berhad; Kuching; On-site; MYR 22,000 - 28,000; Full time

Job summary

Scicom (MSC) Berhad is hiring for a customer contact centre role in Malaysia. You will handle inquiries via phone, email, or chat, resolve issues, and provide accurate product and policy information. You will coordinate with technical teams and input interactions into the CRM, while meeting productivity and quality KPIs.

The position requires SPM or equivalent, strong English and Bahasa Malaysia, and a capability to learn quickly. Basic computer skills are essential; Mandarin is a plus.

Qualifications

• Minimum SPM required
• Proficiency in spoken and written English and Bahasa Malaysia
• Mandarin a plus
• Basic computer skills (MS Office, Outlook, Internet Explorer)
• Self-motivated team player with good interpersonal skills
• Ability to work in a fast-paced contact centre environment

Responsibilities

• Handle customer inquiries via phone, email, or live chat in a professional and timely manner.
• Resolve customer complaints, issues, or concerns efficiently while ensuring a high level of customer satisfaction.
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot technical issues and elevate unresolved problems to relevant departments.
• Coordinate with technical and back-end teams to ensure smooth service.
• Managing customer complaints and escalations.
• Input customer interaction, problems into the CRM.
• Participate in team meetings and provide feedback and ideas to colleagues and management.
• Manage and resolve complaints directed to the contact centre.
• Escalate queries or unresolved issues within procedures.
• Work on productivity and quality standards and KPIs set by Management.
• Ensure understanding of performance standards and comply with policies and procedures.

Skills

Good command of English

Bahasa Malaysia fluency

Mandarin is an added advantage

Teamwork

Independent worker

Interpersonal skills

Education

Minimum SPM

Tools

MS Office

MS Outlook

Internet Explorer

Job description

Scicom (MSC) Berhad is hiring for a customer contact centre role in Malaysia. You will handle inquiries via phone, email, or chat, resolve issues, and provide accurate product and policy information. You will coordinate with technical teams and input interactions into the CRM, while meeting productivity and quality KPIs.

The position requires SPM or equivalent, strong English and Bahasa Malaysia, and a capability to learn quickly. Basic computer skills are essential; Mandarin is a plus.