Senior Customer Service Associate

WORQ; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

WORQ in Kuala Lumpur seeks a Senior Customer Service Associate to drive exceptional experiences across our CRM operations. You’ll handle complex conversations, coach Associates, and champion service excellence while identifying improvements to processes, workflows, and AI chatbot responses.

You’ll analyze interactions, surface trends, and contribute to knowledge content, playbooks, and data-driven improvements to scale customer support and deliver seamless experiences for every customer.

Qualifications

• Bachelor's degree or equivalent practical experience.

Responsibilities

• Handle complex, sensitive, and high-value customer interactions, including negotiations, escalations, and multi-layered enquiries.

Skills

Problem-solving

Data analysis

Communication

Coaching

Decision-making

Ambiguity management

Education

Bachelor's degree or equivalent

Tools

CRM platforms

Ticketing systems

AI-powered tools

Job description

Ready to make a real impact beyond answering customer enquiries? As a Senior Customer Service Associate, you'll be at the heart of delivering exceptional customer experiences while driving continuous improvement across WORQ's CRM operations.

You’ll tackle complex customer conversations, guide Associates through challenging cases, and champion service excellence across every CRM touchpoint. But your impact doesn’t stop there.

By uncovering trends in customer interactions, you’ll identify opportunities to streamline processes, enhance workflows, and improve the intelligence of our AI chatbot through better responses, knowledge, and automation. Your insights will directly influence how we scale customer support, elevate service quality, and create seamless experiences for every customer.

If you’re passionate about solving problems, coaching others, leveraging data to drive improvements, and shaping the future of customer experience, this is your opportunity to make a lasting impact at WORQ.

(I) Complex Customer Support & Escalation Management

• Handle complex, sensitive, and high-value customer interactions, including negotiations, escalations, and multi-layered enquiries.

• Take ownership of cases requiring deeper investigation, cross-functional coordination, or personalised solutions.

• Act as the escalation point for Associates, providing guidance and resolving enquiries beyond their scope.

(II) CRM Quality & Continuous Improvement

• Own service quality across WORQ CRM channels by reviewing customer interactions, identifying gaps, and driving improvements.

• Audit conversations to ensure accuracy, consistency, and alignment with WORQ service standards.

• Analyse customer enquiry patterns and recommend improvements to CRM processes, workflows, and customer journeys.

• Improve AI chatbot performance by identifying gaps in responses, intents, flows, and knowledge content.

(III) Data, Insights & Process Excellence

• Research and analyse CRM data across platforms to identify root causes and deliver complete customer resolutions.

• Maintain CRM data integrity and ensure accuracy in customer records, reporting, and insights.

• Contribute to knowledge base improvements, service playbooks, and process documentation.

(IV) Team Support & Capability Building

• Guide and mentor Customer Service Associates through coaching, calibration, and case reviews.

• Support onboarding and training updates to improve team confidence and consistency.

• Share best practices and insights to strengthen overall CRM operations.

(I) Experience & Knowledge

• Bachelor's degree or equivalent practical experience.

• 2-4 years of experience in customer service, customer experience, account management, sales support, or CRM operations.

• Experience handling escalated customer cases, complex enquiries, or high-touch customer interactions.

• Experience working with CRM platforms, ticketing systems, customer support tools, or service operations processes.

(II) Skills & Capabilities

• Strong problem-solving and decision-making skills with the ability to handle ambiguity and complex situations.

• Ability to analyse customer interactions, identify trends, and translate insights into process improvements.

• Strong written and verbal communication skills with the ability to influence and guide others.

• Experience coaching, mentoring, or supporting junior team members.

• Comfortable working with data, reporting, and AI-powered customer service tools.

• Proficient in English; additional languages are an advantage.