Executive - Customer Service - Email

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

Benefits offered by this job

Performance bonus

Job summary

Scicom Intl in Kuala Lumpur is seeking a proactive customer service professional to manage email and case responses promptly. You will log interactions in CRM, escalate urgent issues through the proper channels, and maintain accurate case statuses. The role requires good English and Bahasa Malaysia, MS Office skills, and a customer-focused mindset.

The position offers a monthly salary with a performance bonus for confirmed staff, and a dynamic, fast-paced environment within our Operations team.

Qualifications

• Diploma or equivalent with related experience.
• Proficient in English and Bahasa Malaysia.
• Good computer skills and MS Office.
• Customer service oriented and fast learner.

Responsibilities

• Respond to emails within 24 hours and cases within the timeframe.
• Log all emails and cases in CRM and reply accurately.
• Escalate correctly using the escalation process and notify Line Manager as needed.
• Attend high volume calls when required and keep statuses updated.
• Meet daily targets and perform ad-hoc tasks from Line Manager.

Skills

English & Bahasa

MS Office

Multitasking

Customer service

Fast learner

Fast-paced work

Education

Diploma (related)

Tools

CRM

Job description

• To ensure that all emails are replied within 24 hours.
• To ensure all assigned tasks are replied within the stipulated timeframe.
• To ensure all cases are escalated correctly by following the escalation process.
• To ensure all emails and cases are logged and replied through CRM.
• Make sure that all emails are carefully read and investigated before replying so that we can ensure all replies are accurate and relevant.
• To make sure that statuses are updated correctly.
• Highlight all urgent cases to the Line Manager for further assistance.
• To seek Line manager assistance whenever is needed.
• Able to meet the daily target that is set by management.
• Highlight any downtime or technical issue to the Line manager for further escalation.
• To answer calls whenever required in the event there is a high volume of calls.
• Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.
• When an 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.