Executive - Customer Service - Call Centre

Scicom Intl; Kuala Lumpur; On-site; MYR 25,000 - 30,000; Full time

Benefits offered by this job

Salary up to RM2,500

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Job summary

Scicom Intl in Kuala Lumpur is seeking an Executive - Customer Service with a focus on call-centre operations. You will handle inquiries, resolve issues, and ensure accurate CRM logging, while following escalation processes and contributing to productively staying current through quizzes.

The role requires bilingual communication in English and Bahasa Malaysia, basic MS Office skills, and a proactive, fast-learning customer service mindset. Full-time position with benefits.

Qualifications

• Fluent in English and Bahasa Malaysia, both written and spoken.
• Basic computer knowledge and MS Office proficiency.
• Ability to multitask in a fast-paced environment.
• Customer service orientation and willingness to learn.
• Diploma with related working experience, preferably 1 year in contact centre.

Responsibilities

• Answers inquiries by clarifying desired information and locating information.
• Resolves problems with research, solutions, and escalation when needed.
• Log all cases accurately into CRM.
• Escalate correctly following the escalation process.
• Participate in quizzes to update job knowledge.
• Highlight urgent cases to Line Manager for assistance.
• Seek Line Manager assistance when required.
• Assist customers with technical website/system issues and escalate as needed.
• Highlight downtime or technical issues to Line Manager for escalation.
• Undertake ad-hoc tasks assigned by Line Manager or Operations.
• When required, stay back to complete duties during operational situations.

Skills

Bilingual English & Bahasa Malaysia

MS Office

Multitasking

Customer service oriented

Fast learner

Willingness to learn

Education

Diploma with related working experience

Job description

Executive - Customer Service - Call Centre

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Job Description

• Answers inquiries by clarifying desired information; locating and providing information.
• Resolves 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.
• Updates job knowledge by participating in quizzes.
• 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 upscale any issues to management appropriately.
• 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.
• When operational situation arises, management will require assistance to stay back and complete all assigned duties.

Skill Requirements

• Able to read, write and speak in English and Bahasa Malaysia.
• Basic Computer knowledge: MS Office (Word, Power Point & Excel).
• Good multitasking ability.
• Customer service oriented.
• Willingness to learn and fast learner.
• Ability to work in a fast-moving environment.
• Minimum Diploma with prior related working experience (preferably minimum 1 year experience in contact centre) or equivalent combination of education and experience.

The Package :

• Attractive Salary up to RM2,500.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.