Entry-Level Multi-Channel Customer Support Specialist

DATAEXPERT TECHNOLOGY SDN. BHD.; Siliau; On-site; MYR 11,000 - 17,000; Full time

Job summary

DATAEXPERT TECHNOLOGY SDN. BHD. is seeking a Level 1 Customer Service Support Representative in Malaysia to deliver first-line assistance via phone, email, chat, and tickets, while ensuring a positive customer experience.

The role requires resolving common inquiries, basic troubleshooting, and timely escalation of complex issues to the appropriate team. The position emphasizes prompt, professional communication, adherence to SLAs, and accurate ticket management to maintain high customer

Qualifications

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and support tickets.
• Identify customer needs and provide accurate information, guidance, and solutions.
• Perform basic troubleshooting and follow established support procedures.
• Assist customers with account, product, service, billing, or technical inquiries.
• Create, update, and maintain accurate customer support tickets and records.
• Escalate unresolved or complex issues to Level 2 support or the appropriate department.
• Follow up on outstanding cases to ensure timely resolution.
• Maintain a high level of customer satisfaction and professionalism.
• Meet established SLAs, response times, and performance targets.
• Use knowledge bases, FAQs, and internal resources to resolve issues efficiently.
• Identify recurring issues and report trends to the relevant team.
• Follow company policies, procedures, and data privacy requirements.

Responsibilities

• Provide first-line assistance to customers via phone, email, chat, or tickets.
• Troubleshoot basic issues and escalate complex cases to the appropriate team.
• Ensure a positive customer experience and meet service level agreements.

Skills

Customer service

Multi-channel support

Communication

Problem solving

Job description

DATAEXPERT TECHNOLOGY SDN. BHD. is seeking a Level 1 Customer Service Support Representative in Malaysia to deliver first-line assistance via phone, email, chat, and tickets, while ensuring a positive customer experience.

The role requires resolving common inquiries, basic troubleshooting, and timely escalation of complex issues to the appropriate team. The position emphasizes prompt, professional communication, adherence to SLAs, and accurate ticket management to maintain high customer