Multichannel Customer Support Specialist

CTOS Credit; Malaysia; On-site; MYR 33,000 - 47,000; Full time

Job summary

CTOS Digital in Malaysia is seeking a dedicated Customer Support Associate to handle inquiries across calls, email, live chat, and messaging. You will resolve issues within defined SLAs, document interactions in CRM, and support daily contact centre operations while upholding service standards.

The role requires a Diploma or Bachelor's in a related field, 1+ year in a contact centre, and fluent English and Bahasa Malaysia (Mandarin an added advantage).

Qualifications

• Diploma or Bachelor's degree in Business Administration, Communications, Customer Service Management, or a related field.
• Professional certification in Contact Centre Operations, Leadership, or Customer Experience is a plus.

Responsibilities

• Handle inbound and outbound customer interactions via calls, emails, live chat, and messaging platforms in a professional and timely manner.
• Manage and resolve customer inquiries and complaints within defined SLAs, escalating complex cases when necessary.
• Accurately log all customer interactions, issues, and resolutions in CRM systems for proper tracking and reporting.
• Maintain up-to-date knowledge of CTOS Digital products, services, and procedures to provide accurate information to customers.
• Assist with day-to-day contact centre operations, including monitoring queues and workload management.
• Uphold service scripts, compliance standards, and company policies during all customer interactions.
• Act as the customer advocate, identifying recurring issues and suggesting improvements to enhance experience.
• Participate in training and quality audits to continuously improve service delivery.

Skills

Customer service

Communication

Multitasking

Problem solving

English language

Bahasa Malaysia

Mandarin (advantage)

Education

Diploma or Bachelor's in related field

Tools

CRM systems

Telephony platforms

MS Office

Job description

CTOS Digital in Malaysia is seeking a dedicated Customer Support Associate to handle inquiries across calls, email, live chat, and messaging. You will resolve issues within defined SLAs, document interactions in CRM, and support daily contact centre operations while upholding service standards.

The role requires a Diploma or Bachelor's in a related field, 1+ year in a contact centre, and fluent English and Bahasa Malaysia (Mandarin an added advantage).