L1 Customer Service Executive | 12-Month Renewable Contract

CGP Personnel; Kuala Lumpur; On-site; MYR 28,000 - 29,000; Full time

Benefits offered by this job

EPF & SOCSO contributions

Job summary

CGP Personnel in Kuala Lumpur is seeking a L1 Customer Service Executive for a 12-month renewable contract. You will support customers through phone, email, and live chat while gaining valuable experience in a professional contact center environment.

The position runs on a 5-day work week with rotating shifts, including weekends and public holidays. The base salary is RM2,500 per month, with a performance incentive of up to RM2,550 per month. EPF and SOCSO are provided.

Qualifications

• 1–2 years of Customer Service, Contact Centre, or BPO experience.

Responsibilities

• Handle customer enquiries via live chat, inbound/outbound calls, and email.
• Product and service information
• Account-related assistance and general FAQs
• Follow established SOPs, workflows, and communication guidelines to deliver consistent customer service.
• Identify and raise complex cases, including disputes and chargebacks, account restrictions and fraud-related issues
• KYC and verification issues beyond L1 scope
• Complex complaints requiring further investigation
• Ensure complete and accurate documentation when escalating cases to L2/L3 support teams.
• Maintain accurate ticket logging, categorization, and case tracking.
• Meet individual and team KPIs, including SLA, AHT, quality, and productivity targets.

Skills

Customer service

Communication skills

English

Bahasa Malaysia

Multichannel support

Job description

L1 Customer Service Executive | 12-Month Renewable Contract

Looking to grow your career in the financial services industry? Join our customer service team and support customers through phone, email, and live chat while developing valuable experience in a professional contact center environment.

Contract: 12-Month Renewable Contract

Working Hours: 5-day work week, 24/7 rotational shifts (including weekends & public holidays)

Convenient Location: Walking distance to LRT & KTM stations

Salary & Benefits

Basic Salary: RM2,500/month (Non-negotiable)

Performance Incentive: Up to RM2,550/month (Performance-based, inclusive of applicable night shift allowance)

EPF & SOCSO contributions

Key Responsibilities

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

Product and service information

Account-related assistance and general FAQs

Follow established SOPs, workflows, and communication guidelines to deliver consistent customer service.

Identify and raise complex cases, including:

Disputes and chargebacks

Account restrictions and fraud-related cases

KYC and verification issues beyond L1 scope

Complex complaints requiring further investigation

Ensure complete and accurate documentation when escalating cases to L2/L3 support teams.

Maintain accurate ticket logging, categorization, and case tracking.

Meet individual and team KPIs, including SLA, AHT, quality, and productivity targets.

Requirements

1–2 years of Customer Service, Contact Centre, or BPO experience.

Good communication skills in English and Bahasa Malaysia.

Comfortable handling customer enquiries through chat, phone, and email.

Able to work in a structured environment and follow SOPs closely.

Willing to work rotational shifts, including nights, weekends, and public holidays.

Flexible to support ad-hoc shift changes based on business requirements.