Executive Customer Service – Call Centre

Scicom MSC Berhad; Kampung Cendana; On-site; MYR 33,000 - 58,000; Full time

Job summary

Scicom MSC Berhad is seeking a customer service-oriented professional in Kuala Lumpur to handle inquiries, resolve issues, and log cases in the CRM system. You will escalate complex problems and liaise with the Line Manager when necessary.

The role requires a Diploma, strong MS Office skills, and fluency in English and Bahasa Malaysia. You will support customers via website and email, contributing to timely resolutions and high service standards.

Qualifications

• Minimum diploma holder as per the role.
• Proficient in MS Office applications (Word, PowerPoint & Excel).
• Fluent in English and Bahasa Malaysia, written and spoken.

Responsibilities

• Answer inquiries by clarifying information and providing solutions.
• Resolve problems through research, escalation, and follow-up.
• Log all cases accurately into CRM and escalate when needed.
• Highlight urgent cases to Line Manager for assistance.
• Assist customers with website/system issues and escalate appropriately.
• Respond to high-volume emails as required.
• Perform ad-hoc tasks as directed by Line Manager or Operations.

Education

Diploma

Tools

MS Office

Job description

Job Description:

• Answer inquiries by clarifying desired information; locating and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• To ensure all cases are logged accurately into CRM.
• To ensure all cases are escalated correctly by following the escalation process.
• Highlight all urgent cases to the Line Manager for further assistance.
• To seek Line manager assistance whenever is needed.
• Assist customers with any technical issues experienced with website / system and escal any issues to management appropriately.
• Reply to emails whenever required in the event there is a high volume of emails.
• Highlight any downtime or technical issue to the Line manager for further escalation.
• Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.

The Requirements for the Role:

• Minimum Diploma Holder.
• Basic computer knowledge: MS Office (Word, PowerPoint & Excel).
• Highly proficient in spoken and written English & Bahasa Malaysia.