Multichannel Customer Support Specialist

Concentrix; Sepang; On-site; MYR 29,000 - 42,000; Full time

Job summary

Concentrix in Malaysia (Selangor, Sepang) is seeking a customer support representative to handle requests via phone, chat and email. You will document interactions, gather necessary details, and work towards resolving incidents while following up for status updates and escalations.

You will access knowledge bases to provide accurate information and ensure customers receive timely, appropriate solutions. This role requires clear communication and adherence to procedures.

Qualifications

• Respond to customer requests via phone, chat and email with accuracy and efficiency.
• Document all interactions and gather necessary information to resolve incidents.
• Communicate to customers clearly and escalate when needed.

Responsibilities

• Responding to the incoming requests via Phone, Chat & Email
• Documenting all requests
• Gathering all appropriate information for the type of request or incident
• Attempting to fulfill the request or resolve the incident
• Being familiar to who is entitled to receive what services
• Being familiar with the alternatives resolution for the request type
• Reviewing the alternatives resolution with the requester
• Updating the request record to reflect the ongoing steps of resolution
• Accessing knowledge base or on-line information
• Responding to Customer request with accurate and appropriate information
• Transferring or Escalating the requests to the appropriate support group
• Informing the customer of the status of an existing request, upon request
• Contacting the customer for further information, as required
• Closing requests with customer agreement

Skills

Phone support

Chat & Email

Documentation

Information gathering

Tools

Knowledge base

Job description

Concentrix in Malaysia (Selangor, Sepang) is seeking a customer support representative to handle requests via phone, chat and email. You will document interactions, gather necessary details, and work towards resolving incidents while following up for status updates and escalations.

You will access knowledge bases to provide accurate information and ensure customers receive timely, appropriate solutions. This role requires clear communication and adherence to procedures.