Live Chat Support (Customer Service)

Virgin Media; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading telecommunications company in Malaysia is seeking customer service representatives to provide high-quality support via live chat and online platforms. Candidates should be proficient in English, Mandarin, and Malay, with strong communication skills. Duties include handling customer inquiries, maintaining records, and collaborating with team members. This role offers shift work and requires candidates to be energetic, self-motivated, and able to work independently. Competitive benefits include annual leave and training provided.

Benefits

Annual Leave

EPF

SOCSO

Medical and Hospitalisation Leave

Training Provided

Overtime Pay

5 Working Days

Qualifications

• 1–2 years of experience in customer service, telemarketing, or sales preferred; fresh graduates welcome.
• Fluent in English and Mandarin advantageous for Mandarin-speaking clients.
• Energetic, self-motivated, and able to work independently.

Responsibilities

• Provide high-quality customer support via live chat and online platforms.
• Handle customer inquiries and deliver effective resolutions.
• De-escalate challenging situations calmly as needed.
• Maintain accurate records of customer interactions.
• Collaborate closely with team leaders and colleagues.

Skills

English proficiency

Chinese (Mandarin) proficiency

Malay proficiency

Typing skills

Communication skills

Interpersonal skills

Computer literacy

Job description

Proficient in English, Chinese (Mandarin), and Malay (written).

Able to communicate with customers in a polite, semi-formal, and professional manner.

Strong typing skills with good grammar and spelling.

Capable of handling multiple live chat sessions simultaneously.

Patient, calm, and able to manage challenging or difficult customers professionally.

Basic computer literacy and comfortable using online systems.

Willing to work in shifts, including weekends and public holidays.

1–2 years of experience in customer service, telemarketing, or sales is preferred; fresh graduates are welcome to apply.

Fluent in English and Mandarin is an advantage, as the role involves communicating with Mandarin-speaking clients.

Energetic, self-motivated, and able to work independent with minimal supervision.

Strong communication and interpersonal skills.

Qualifications

• Proficient in English, Chinese (Mandarin), and Malay (written).
• Able to communicate with customers in a polite, semi-formal, and professional manner.
• Strong typing skills with good grammar and spelling.
• Capable of handling multiple live chat sessions simultaneously.
• Patient, calm, and able to manage challenging or difficult customers professionally.
• Basic computer literacy and comfortable using online systems.
• Willing to work in shifts, including weekends and public holidays.
• 1–2 years of experience in customer service, telemarketing, or sales is preferred; fresh graduates are welcome to apply.
• Fluent in English and Mandarin is an advantage, as the role involves communicating with Mandarin-speaking clients.
• Energetic, self-motivated, and able to work independent with minimal supervision.
• Strong communication and interpersonal skills.

Responsibilities

• Provide high-quality customer support via live chat and other online platforms in a timely and professional manner.
• Handle customer inquiries, identify issues, and deliver effective resolutions in accordance with company policies, SOPs, and compliance guidelines.
• De-escalate challenging situations calmly and, when necessary, scale complex cases to the relevant departments.
• Maintain accurate and up-to-date records of customer interactions and case resolutions in the system.
• Maintain a professional, polite, and positive tone in all customer interactions to uphold the company’s brand image.
• Collaborate closely with team leaders and colleagues to ensure smooth daily operations and service continuity.
• Meet and maintain performance KPIs, including response time, accuracy, and service quality.
• Assist with ad-hoc tasks assigned by the Team Leader or Management as required.

Benefits

• Annual Leave
• EPF
• SOCSO
• Medical and Hospitalisation Leave
• Training Provided
• Overtime Pay
• 5 Working Days