Executive Customer Support - Telco (Melaka) - 6 months Contract

Scicom MSC Berhad; Ayer Keroh; On-site; MYR 22,000 - 28,000; Full time

Benefits offered by this job

6 months contract

6 days Annual Leave

14 days Medical Leave

Medical and hospitalization insurance

Job summary

Scicom MSC Berhad is seeking a customer service representative to handle inquiries via phone, email, or live chat. You will resolve complaints, provide accurate product information, and coordinate with technical teams to ensure smooth service.

The role requires SPM, strong English and Bahasa Malaysia, and advantageous Mandarin skills. A 6-month contract with competitive salaries and benefits is offered, with opportunities for growth.

Qualifications

• Requires SPM qualification or equivalent.
• Excellent spoken and written English and Bahasa Malaysia.
• Mandarin skills are a plus.
• Proficient computer basics: MS Office, MS Outlook, and browsing.
• Self-motivated, proactive, and a good team player.

Responsibilities

• Handle customer inquiries via phone, email, or live chat in a professional and timely manner.
• Resolve customer complaints and issues while ensuring high customer satisfaction.
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot technical issues and escalate unresolved problems to relevant departments.
• Coordinate with technical and back-end teams to ensure smooth service.
• Manage and escalate customer complaints and escalations.
• Log customer interactions in the CRM system.
• Participate in team meetings and share feedback with colleagues and management.
• Aim to resolve queries within agreed procedures and timeframes.
• Adhere to productivity, quality standards, and KPIs.

Skills

English & BM proficiency

Mandarin (advantage)

MS Office

MS Outlook

Internet Explorer

Team player

Independent worker

Customer service focus

Education

SPM

Tools

MS Office

MS Outlook

Internet Explorer

Job description

The Responsibilities of the Role: -

• Handle customer inquiries via phone, email, or live chat in a professional and timely manner.
• Resolve customer complaints, issues, or concerns efficiently while ensuring a high level of customer satisfaction.
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot technical issues and elevate unresolved problems to relevant departments.
• Coordinate with technical and back-end teams to ensure smooth service.
• Managing customer complaints and escalations.
• Input customer interaction, problems into the Customer Relationship Manager (CRM).
• Participate fully in the team, taking part in regular team meetings and giving feedback and ideas to colleagues and management.
• Manage and attempt to resolve any complaints directed to the contact center.
• Escalate any queries or unresolved issues which cannot be completed within the agreed procedures.
• Work on agreed productivity and quality standards and any KPIs as provided by Management.
• Ensure a comprehensive understanding of all standards of performance including business protocol and comply with policies and procedures.

The Requirements for the Role:-

• Min SPM
• Good command of spoken and written English and Bahasa Malaysia.
• Ability to speak and write in Mandarin is added advantage
• Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
• Possess initiative, able to work independently and as a team.
• Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
• Contact Centre Operating Days/Hours: Monday-Sunday
• 5-day week; off days based on roster.

The Offer:-

• 6 months contract
• Attractive Salary - RM2000 during training, RM2250 upon go live, RM2500 upon confirmation.
• 6 days Annual Leave
• 14 days Medical Leave
• Medical and hospitalization insurance coverage.