Senior Agent Customer Service

Centauri Services And Technology Sdn. Bhd.; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A customer service solution provider in Kuala Lumpur is seeking a Customer Service Representative to handle inquiries from global clients. The successful candidate will possess a diploma in customer service or finance and at least 2 years of related experience. Excellent English communication skills and the ability to work independently in a fast-paced environment are essential. Responsibilities include liaising with stakeholders and maintaining product knowledge to assist customers effectively.

Qualifications

• At least 2 years of experience in customer service or a similar role.
• Multi-language skills are a plus.
• Ability to navigate difficult situations and stay calm under pressure.

Responsibilities

• Attend to all inquiries/issues from global customers on multiple channels.
• Liaise with internal & external stakeholders to handle complaints.
• Maintain a working knowledge of company products to communicate with customers.
• Create and maintain relationships with company partners.
• Escalate unresolved issues to Level 2/Supervisors.

Skills

Customer service experience

Excellent command of English

Strong people skills

Solutions mindset

Excellent time management

Ability to work independently

Education

Diploma in finance, customer service, or related field

Job description

Overview

Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice,

Liaising with both internal & external stakeholders e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc.

Maintaining a working knowledge of company products to effectively communicate with customers.

Creating and maintaining strong relationships with company partners and external stakeholders.

Escalate any queries or unresolved issues to Level 2/Supervisors as advised by the operations management, which cannot be completed within the agreed procedures.

Responsibilities

• Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice,
• Liaising with both internal & external stakeholders e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc.
• Maintaining a working knowledge of company products to effectively communicate with customers.
• Creating and maintaining strong relationships with company partners and external stakeholders.
• Escalate any queries or unresolved issues to Level 2/Supervisors as advised by the operations management, which cannot be completed within the agreed procedures.

What We Look For In You

• A Diploma in finance, customer service, or a related field.
• At least 2 years of experience in customer service, or a similar role.
• Excellent command of spoken and written English with multi-language skills would be a plus.
• Ability to work independently in a fast-paced environment.
• Willingly to work according to given schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
• Solutions mindset: passion to find the right solution for the Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making.
• Excellent time management: ability to multi-task to solve the issue for Customers, while managing time.
• Quick learner: ability to ramp up quickly on latest product/process updates and act on feedback constructively.

Company overview

Centauri Services and Technology Sdn. Bhd. provides customer support and back end support services to OK Group, an international conglomerate specialising in fintech and blockchain technology. OK Group is most known for OKX—one of the world\'s largest digital assets exchanges.

In recent years, OKX has also developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a brand trusted by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments.

What can I earn as a Customer Service Representative