L1 Customer Service (e-commerce) | 12 months contract (renewable) | Oct intake

CGP Personnel; Kuala Lumpur; On-site; MYR 29,000 - 42,000; Full time

Benefits offered by this job

Annual leave prorated

Job summary

CGP Personnel is seeking a dedicated L1 Customer Service Agent for an e-commerce operations team in Kuala Lumpur. The role covers multi-channel support (chat, calls, email) with structured SOPs, and requires following scripts while ensuring data privacy and regulatory compliance.

Open to fresh graduates; 1–2 years in CS/BPO preferred; shifts include AM/PM/Graveyard with weekends and holidays. Contract is 12 months, renewable, Oct intake.

Qualifications

• 1–2 years of experience in Customer Service or BPO.
• Strong communication skills in English and Bahasa Malaysia.
• Ability to follow structured SOPs and scripts.

Responsibilities

• Handle customer inquiries via live chat, inbound/outbound calls, and email.
• Ensure service quality, compliance, and performance targets are met.
• Log tickets accurately and escalate to L2/L3 with full details.
• Meet SLA, AHT and productivity targets; maintain data privacy compliance.

Skills

Multichannel support

English language

Bahasa Malaysia

Job description

L1 Customer Service (e-commerce) | 12 months contract (renewable) | Oct intake

We are looking for a dedicated Customer Service Agent to join our operations team. This role involves handling customer interactions across multiple channels while ensuring service quality, compliance, and performance targets are met.

!!!Fresh Graduates from Banking, Finance, Fintech, or Banking are welcome!!!

Rotational shifts: AM / PM / Graveyard (Depends on company's needs)

9:00am - 6:30pm - first two months

Shift A : 6:30 AM - 4:00 PM

Shift B : 9:30 AM - 7:00 PM

Shift C : 3:30 PM - 1:00 AM

Shift D : 12:30 AM - 10:00 AM

Salary & Benefits

Annual Leave: Prorated (1 day per month of service)

Handle customer inquiries via live chat, inbound/outbound calls, and email

Resolve Level 1 (L1) queries such as:

General product information

Basic transaction status updates

Account-related guidance and FAQs

Follow structured SOPs and scripts strictly when assisting customers

Identify and escape complex cases, including:

Disputes and chargebacks

Account restrictions or fraud-related issues

KYC/verification matters beyond L1 scope

Complaints requiring further investigation

Ensure accurate ticket logging, documentation, and categorization

Escalate cases to L2/L3 teams with complete details

Meet performance metrics such as SLA, AHT, and productivity targets

Maintain compliance with data privacy and regulatory standards

1-2 years of experience in Customer Service or BPO environment

Strong communication skills in English and Bahasa Malaysia

Comfortable handling chat, calls, and email support (multichannel)

Ability to follow structured SOPs with high accuracy

Flexible to work rotational shifts (including nights, weekends & public holidays)

Open to ad-hoc shift changes based on business needs

Fresh Graduates from Banking, Finance, Fintech, or Banking are welcome to apply