Postpaid Customer Care Consultant

ASK Resources Sdn Bhd; Selangor; On-site; MYR 35,000 - 41,000; Full time

Benefits offered by this job

Hospitalization & Surgery Coverage

Group Term Life Insurance

Medical Claim RM50/month

Shift Allowance RM100–RM500

EPF & SOCSO

Job summary

ASK Resources Sdn Bhd is seeking a customer service representative to handle postpaid inquiries, billing issues, and plan changes. The role involves troubleshooting network and payment concerns, and coordinating with technical and billing teams to resolve problems.

The position requires a Diploma and at least 1 year in a call centre or telecom setting, with strong English and Bahasa Malaysia communication skills.

Qualifications

• Minimum Diploma qualification in any field.
• At least 1 year of experience in a call centre, customer service, or telecom-related role.
• Strong communication skills in English & Bahasa Malaysia (additional languages are a plus).
• Ability to handle customer complaints professionally and provide effective solutions.
• Familiarity with telecom services, billing systems, and postpaid plans.

Responsibilities

• Handle incoming customer inquiries about postpaid plans, billing, data usage, account status, and contract renewals via phone, email, or chat.
• Provide troubleshooting support for network issues, data plans, and payment-related concerns.
• Assist customers with plan upgrades, contract renewals, and value-added services.
• Process billing disputes, refunds, and adjustments while ensuring customer satisfaction.
• Maintain accurate records of customer interactions and update the system accordingly.
• Meet KPIs for response time, resolution time, and customer satisfaction scores.
• Work closely with the technical and billing teams to resolve customer concerns efficiently.

Skills

Customer service

Communication skills

Phone support

English

Bahasa Malaysia

Education

Diploma

Job description

Salary Package & Benefits:
Basic Salary: Up to RM3,400 (based on interview performance, previous salary & management decision)
Shift Allowance: RM100 – RM500 (applicable if scheduled for shift work)
Overtime (OT) Claims:
– RM15/hour (Off day/Normal day)
– RM20/hour (Rest day/Public holiday)
Medical & Insurance Coverage:
– Hospitalization & Surgery Coverage: RM30,000 per annum
– Group Term Life Insurance
– Medical Claim: RM50/month
Statutory Contributions: EPF & SOCSO

Job Responsibilities:
Handle incoming customer inquiries about postpaid plans, billing, data usage, account status, and contract renewals via phone, email, or chat.
Provide troubleshooting support for network issues, data plans, and payment-related concerns.
Assist customers with plan upgrades, contract renewals, and value-added services.
Process billing disputes, refunds, and adjustments while ensuring customer satisfaction.
Maintain accurate records of customer interactions and update the system accordingly.
Meet KPIs for response time, resolution time, and customer satisfaction scores.
Work closely with the technical and billing teams to resolve customer concerns efficiently.

Job Requirements:
Minimum Diploma qualification in any field.
At least 1 year of experience in a call centre, customer service, or telecom-related role.
Strong communication skills in English & Bahasa Malaysia (additional languages are a plus).
Ability to handle customer complaints professionally and provide effective solutions.
Familiarity with telecom services, billing systems, and postpaid plans.
Willing to work on shift rotation (if required).
Customer-focused mindset with excellent problem-solving skills.

How to Apply?
Interested candidates, send your updated resume to:
Email: [e-mail]
Contact:[phone]

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