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

Scicom (MSC) Berhad; Malacca City; On-site; MYR 22,000 - 28,000; Part 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 professional in Malaysia to handle inquiries via phone, email, or live chat and resolve issues while maintaining high customer satisfaction.

The role requires English and Bahasa Malaysia proficiency, with Mandarin as an added advantage. Basic computer skills and the ability to work in a team or independently are essential. Working days are Monday through Sunday with a 5-day week roster.

Qualifications

• Minimum SPM qualification.
• Strong English and Bahasa Malaysia language skills.
• Mandarin language is an added advantage.
• Basic computer knowledge (MS Office, Outlook, Internet).
• Able to work independently and as a team.
• Willing to work Monday–Sunday; 5-day week with rostered off days.

Responsibilities

• Handle customer inquiries via phone, email, or live chat in a professional and timely manner.
• Resolve customer complaints and issues efficiently for high customer satisfaction.
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot technical issues and escalate unresolved problems.
• Coordinate with technical and back-end teams to ensure smooth service.
• Manage customer complaints and escalations.
• Input customer interactions and problems into the CRM.
• Participate in team meetings and give feedback to colleagues and management.
• Escalate queries or unresolved issues as per procedures.
• Work on productivity and quality standards and KPIs set by management.
• Understand and comply with performance standards and business policies.

Skills

English proficiency

Bahasa Malaysia proficiency

Mandarin language advantage

Team player

Initiative / independent work

Interpersonal skills

Education

SPM or equivalent

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.