English & Thai - Customer Service

Welsend Malaysia; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Welsend Malaysia in Kuala Lumpur is seeking a Customer Experience Representative to manage inquiries via inbound/outbound calls, email, and live chat. You will respond professionally, resolve issues, and offer product recommendations to enhance the customer journey.

The role emphasizes active listening, ownership of resolutions, and contributing to service improvements while supporting management with feedback and insights. Night shifts, weekend, and public holiday coverage are expected.

Qualifications

• Fluent in English and Thai.
• At least 1 year of customer service experience.
• Excellent verbal and written communication skills.
• Strong organizational skills with ability to prioritize tasks.

Responsibilities

• Handle customer inquiries across calls, email, and live chat.
• Resolve problems by listening and offering timely solutions.
• Escalate unresolved issues to higher-level support when needed.
• Provide product recommendations based on customer needs.
• Gather feedback and insights for management and product teams.
• Perform administrative tasks as assigned by management.
• Aim to meet personal and team KPIs for customer satisfaction and response times.
• Understand business strategies and contribute to self-service improvements.
• Continuously improve workflows and service quality.

Skills

English & Thai

Customer service

Communication skills

Organizational skills

Time management

Tech proficiency

Multitasking

Customer focus

Shift flexibility

Job description

We are seeking a dedicated and personable Customer Experience Representative to join our dynamic team. The successful candidate will be responsible for handling customer inquiries across multiple communication channels, including inbound and outbound calls, email, and live chat.

Key Responsibilities:

• Customer Support: Respond to customer inquiries promptly, professionally, and in a friendly manner via inbound calls, email, and live chat.
• Problem Resolution: Actively listen to customer complaints and take ownership of resolving issues by offering effective and timely solutions.
• Escalation Management: Escalate unresolved issues to higher-level support when necessary.
• Product Recommendations: Provide advice and recommend products, services, or loyalty programs based on customer needs and preferences.
• Feedback and Insights: Gather and share customer feedback and insights with management or product teams to help improve services and products.
• Administrative Support: Perform additional administrative tasks as assigned by management.
• KPI Achievement: Meet personal and team goals for customer satisfaction, response time, and service efficiency.
• Business Strategies: Understand and contribute to business strategies, including implementing self-service options to improve the customer experience.
• Process Improvement: Continuously improve the workflow and customer service processes to enhance service quality.

Requirements:

• Language Skills: Must be fluent in English and Thai.
• Experience: At least 1 year of experience in a customer service role.
• Communication Skills: Excellent verbal and written communication and interpersonal skills.
• Organization & Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.
• Tech Proficiency: Proficient in using communication tools (Email, live chat, and similar platforms) and basic office software (e.g., Microsoft Office, Google Workspace).
• Multitasking: Ability to handle multiple tasks efficiently and work under pressure.
• Customer Focus: A strong customer-centric attitude and commitment to providing exceptional service.
• Shift Availability: Willing to work in shifts, including night shifts, weekends, and public holidays.