Inbound/Outbound Call Centre Agent

GD Express; Selangor; On-site; MYR 28,000 - 45,000; Full time

Job summary

GD Express is seeking a customer-focused Call Centre Officer in Malaysia to handle inbound and outbound calls, resolve customer enquiries, and support delivery tracing activities while meeting service performance standards.

You will communicate clearly in English and Bahasa Malaysia, with Mandarin as an added advantage, and collaborate with cross-functional teams to escalate issues when required, ensuring timely follow-ups and quality service.

Qualifications

• Excellent communication skills in English and Bahasa Malaysia.
• Mandarin communication is an added advantage.
• Good interpersonal skills and the ability to work under pressure.

Responsibilities

• Handle inbound calls from customers and respond to enquiries professionally.
• Provide accurate information on products and services.
• Key in tracing requests into the CS platform and follow up with relevant units or branches.
• Escalate complex issues to the appropriate department or supervisor when required.
• Arrange pick-up orders and provide CSTC reference numbers to customers.
• Make outbound calls to follow up on customer enquiries or resolve issues.
• Ensure individual and team KPIs are consistently met.
• Participate in training and coaching sessions to enhance performance.
• Achieve personal and team qualitative and quantitative targets.

Skills

English

Bahasa Malaysia

Mandarin

Job description

GD Express is seeking a customer-focused Call Centre Officer in Malaysia to handle inbound and outbound calls, resolve customer enquiries, and support delivery tracing activities while meeting service performance standards.

You will communicate clearly in English and Bahasa Malaysia, with Mandarin as an added advantage, and collaborate with cross-functional teams to escalate issues when required, ensuring timely follow-ups and quality service.