L1 Multichannel Customer Support Specialist

CGP Personnel; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Benefits offered by this job

Annual Leave

Job summary

Cornerstone Global Partners Pte Ltd is seeking a proactive Level 1 Customer Service Agent in Malaysia to manage chat, voice, and email interactions. The role follows established SOPs, handles routine inquiries, and escalates more complex issues to L2/L3 teams.

The position requires 1–2 years in Customer Service or BPO and proficiency in English and Bahasa Malaysia. Shifts are rotational, including nights and weekends.

Qualifications

• 1–2 years of experience in Customer Service or BPO environment.
• Fluent in English and Bahasa Malaysia.
• Able to follow structured SOPs with high accuracy.

Responsibilities

• Handle customer inquiries via live chat, inbound/outbound calls, and email.
• Resolve Level 1 queries such as product information and basic status updates.
• Identify and escalate complex cases to L2/L3 with complete details.
• Log tickets accurately and maintain proper documentation and categorization.
• Meet SLA, AHT, and productivity targets while complying with data privacy standards.

Skills

Multichannel support

Bilingual English Bahasa

SOP adherence

Job description

Cornerstone Global Partners Pte Ltd is seeking a proactive Level 1 Customer Service Agent in Malaysia to manage chat, voice, and email interactions. The role follows established SOPs, handles routine inquiries, and escalates more complex issues to L2/L3 teams.

The position requires 1–2 years in Customer Service or BPO and proficiency in English and Bahasa Malaysia. Shifts are rotational, including nights and weekends.