Executive Customer Service (Mother ONLY)

Scicom (MSC) Berhad; Kuala Lumpur; Hybrid; MYR 28,000 - 36,000; Full time

Benefits offered by this job

EPF, Socso, Medical Benefit

Annual Leave 15 days

Job summary

Scicom (MSC) Berhad is hiring an Executive Customer Service (Mother ONLY) on a hybrid basis. The role handles incoming calls from customers in Malaysia and Singapore, resolving issues quickly while meeting defined productivity and quality targets.

The team collaborates with Operations specialists and the Assistant Manager, using strong listening and empathy skills to gather information, follow procedures, and ensure accurate data capture. Shift work may apply.

Qualifications

• SPM /STPM / Diploma /Degree in any discipline.
• Good command of spoken and written English and Bahasa Malaysia; Ability to read, write & speak Mandarin is an advantage
• This position is available for mothers only.
• Customer service oriented preferably with at least 1 year working experience in customer service
• Display excellent communication, problem solving and people skills.
• Able to work independently as well as a team player.
• Able to work on shift (include weekends and public holidays if required)

Responsibilities

• Take incoming telephone enquiries, problems or complaints from customers in Malaysia and Singapore and resolve quickly.
• Work as part of a team of Customer Service Executives, Specialist – Operations and Assistant Manager.
• Use listening, questioning and empathy skills to gather relevant information.
• Use agreed procedures to resolve customer queries during calls.
• Meet productivity and quality standards (log-on time, talk time, CSAT monitors).
• Capture information on internal systems so colleagues understand the call.
• Make ad-hoc outgoing calls to resolve outstanding queries.
• Support the client’s brand through effective phone interactions.
• Participate in team meetings and share feedback with the Assistant Manager.
• Respond to feedback and improve accordingly.
• Escalate unresolved issues when needed.
• Undertake admin tasks delegated by the Assistant Manager.
• Identify areas for service improvement and recommend changes.

Skills

English fluency

Bahasa Malaysia

Mandarin (advantage)

Customer service

Education

SPM / STPM / Diploma / Degree

Job description

Executive Customer Service (Mother ONLY)

Hybrid

Published2 days ago

1. To take incoming telephone enquiries, problems or complaints from customers in Malaysia and Singapore relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
2. To work as part of a team of Customer Service Executives, Specialist – Operations and Assistant Manager.
3. Using appropriate listening skills, questioning skills and empathy skills to gather the relevant information relating to the customer’s concern.
4. Use the agreed procedures and attempt to resolve any customer query or concern in the course of the phone call.
5. To work to agreed productivity and quality standards (e.g. log-on time, talk time, customer satisfaction monitors).
6. To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
7. To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
8. To recognize the importance of the telephone calls as a way of supporting and enhancing our client’s brand.
9. To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
10. To respond positively and openly to feedback from the Assistant Manager and colleagues and put into practice advice on how to improve.
11. To elevate any queries or unresolved issues that cannot be completed within the agreed procedures.
12. To undertake any administration tasks delegated by the Assistant Manager.
13. To proactively identify areas for service and procedural improvement and make recommendations to the Assistant Manager.

Qualifications / Work experience /Skills:

1. SPM /STPM / Diploma /Degree in any discipline.
2. Good command of spoken and written English and Bahasa Malaysia; Ability to read, write & speak Mandarin is an advantage
3. This position is available for mothers only.
4. Customer service oriented preferably with at least 1 year working experience in customer service
5. Display excellent communication, problem solving and people skills.
6. Able to work independently as well as a team player.
7. Able to work on shift (include weekends and public holidays if required)

Working Hours: 8:30 AM -5:30 PM/ 9:00AM - 6:00PM

Operating Days : 5 days a week (Monday - Friday)

Benefits:

EPF, Socso, Medical Benefit is provided, Annual Leave - 15 days