Inbound Customer Service Analyst – First-Contact Support

Agensi Pekerjaan Asia Recruit Sdn Bhd; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

Agensi Pekerjaan Asia Recruit Sdn Bhd in Kuala Lumpur is seeking a customer service professional to handle level 1 inbound calls, verify customers, and document interactions. You will follow approved scripts and escalate where needed, delivering confidential, accurate support while meeting quality and productivity targets.

Includes rotating shifts, including weekends and public holidays, with training and coaching to ensure exceptional customer experience across Bahasa Malaysia and English.

Qualifications

• Handle inbound calls professionally, accurately, and within service standards.
• Verify customer identity before processing requests.
• Record complete interaction notes in the customer service system.
• Meet quality, productivity, schedule adherence, and customer experience targets.
• Participate in coaching, quality feedback, product training, and service-improvement activities.

Responsibilities

• Resolve issues at first contact where possible.
• Escalate cases through approved channels.
• Own each interaction from start to finish with handover when needed.
• Apply approved scripts, SOPs, and regulatory controls.
• Maintain customer confidentiality and accurate documentation.
• Contribute to calibrations and service-improvement initiatives.
• Work rotating shifts, including weekends and public holidays.

Skills

Customer service

Communication

Attention to detail

Education

Diploma in Business Administration / Related Field

Tools

CRM systems

Multi-application tools

Job description

Agensi Pekerjaan Asia Recruit Sdn Bhd in Kuala Lumpur is seeking a customer service professional to handle level 1 inbound calls, verify customers, and document interactions. You will follow approved scripts and escalate where needed, delivering confidential, accurate support while meeting quality and productivity targets.

Includes rotating shifts, including weekends and public holidays, with training and coaching to ensure exceptional customer experience across Bahasa Malaysia and English.