Multichannel Support Specialist (L2) — 4x12h Shifts

Travel Recommends; Ipoh; On-site; MYR 36,000 - 47,000; Full time

Job summary

Travel Recommends is seeking a capable customer service agent in Ipoh, Malaysia. You will handle inquiries via phone, WhatsApp, email and social media, ensuring timely, accurate responses and high customer satisfaction.

You will manage complaints, provide Level 2 support for escalated issues, and coordinate with internal teams to resolve cases. The role requires a Diploma or equivalent and 1–2 years in customer service, with English proficiency and Mandarin as a plus.

Qualifications

• Diploma or equivalent qualification in any relevant field.
• 1–2 years of experience in customer service, call center, or a similar role.
• Experience handling enquiries via phone, WhatsApp, email, and social media is preferred.
• Good written and verbal communication skills in English.
• Proficiency in spoken Mandarin is an added advantage.

Responsibilities

• Handle customer enquiries and requests via phone calls, WhatsApp, email, and social media channels.
• Provide timely, accurate, and professional responses maintaining high customer satisfaction.
• Manage customer complaints and service-related issues, ensuring follow-up and resolution.
• Provide Level 2 (L2) support for escalated and more complex issues.
• Coordinate with relevant departments to investigate and resolve escalated cases.
• Monitor, record, and update customer interactions and case details in the system.
• Follow up on outstanding cases to ensure timely resolution and closure.
• Escalate unresolved or critical issues to the appropriate team or management.

Skills

Customer service

Communication

Problem solving

Multitasking

Team collaboration

L2 support

Education

Diploma or equivalent qualification

Job description

Travel Recommends is seeking a capable customer service agent in Ipoh, Malaysia. You will handle inquiries via phone, WhatsApp, email and social media, ensuring timely, accurate responses and high customer satisfaction.

You will manage complaints, provide Level 2 support for escalated issues, and coordinate with internal teams to resolve cases. The role requires a Diploma or equivalent and 1–2 years in customer service, with English proficiency and Mandarin as a plus.