Specialist, Contact Centre

CTOS credit; Malaysia; On-site; MYR 33,000 - 47,000; Full time

Job summary

CTOS Digital in Malaysia is seeking a dedicated Customer Support Associate to handle inquiries across calls, email, live chat, and messaging. You will resolve issues within defined SLAs, document interactions in CRM, and support daily contact centre operations while upholding service standards.

The role requires a Diploma or Bachelor's in a related field, 1+ year in a contact centre, and fluent English and Bahasa Malaysia (Mandarin an added advantage).

Qualifications

• Diploma or Bachelor's degree in Business Administration, Communications, Customer Service Management, or a related field.
• Professional certification in Contact Centre Operations, Leadership, or Customer Experience is a plus.

Responsibilities

• Handle inbound and outbound customer interactions via calls, emails, live chat, and messaging platforms in a professional and timely manner.
• Manage and resolve customer inquiries and complaints within defined SLAs, escalating complex cases when necessary.
• Accurately log all customer interactions, issues, and resolutions in CRM systems for proper tracking and reporting.
• Maintain up-to-date knowledge of CTOS Digital products, services, and procedures to provide accurate information to customers.
• Assist with day-to-day contact centre operations, including monitoring queues and workload management.
• Uphold service scripts, compliance standards, and company policies during all customer interactions.
• Act as the customer advocate, identifying recurring issues and suggesting improvements to enhance experience.
• Participate in training and quality audits to continuously improve service delivery.

Skills

Customer service

Communication

Multitasking

Problem solving

English language

Bahasa Malaysia

Mandarin (advantage)

Education

Diploma or Bachelor's in related field

Tools

CRM systems

Telephony platforms

MS Office

Job description

CTOS Digital is a key player in the ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individuals and businesses with the confidence to make sound credit decisions through access to data and insights with greater ease and speed.

ROLE OVERVIEW

Thisrole is responsible for delivering superior customer experiences by handlingcustomer inquiries, requests, and issues across multiple communicationchannels. This role focuses on ensuring timely, accurate, and professionalresponses while adhering to company policies, service standards, and regulatoryrequirements.

Aspart of the frontline team, you will support the Contact Centre’s dailyoperations by managing escalated cases within your scope, providing feedback onrecurring issues and collaborating with cross-functional teams to resolvechallenges. You will play a key role in upholding CTOS’s commitment to serviceexcellence, accuracy, and customer satisfaction.

KEYRESPONSIBILITIES

• Customer Support: Handle inbound and outbound customer interactionsvia calls, emails, live chat, and messaging platforms in a professionaland timely manner.
• Issue Resolution: Manage and resolve customer inquiries and complaints within defined SLAs, escalating complex cases to senior staffor management when necessary.
• Quality Service Delivery: Ensure adherence to service scripts, compliancestandards, and company policies during all customer interactions.
• Case Documentation: Accurately log all customer interactions, issues,and resolutions in CRM systems for proper tracking and reporting.
• Operational Support: Assist with day-to-day contact centre operations,including monitoring queues, managing workloads, and flagging servicegaps.
• Product Knowledge: Maintain up-to-date knowledge of CTOS’s products,services, and procedures to provide accurate and helpful information tocustomers.
• Customer Advocacy: Act as a representative of the customer’s voice,highlighting recurring issues and suggesting improvements to enhancecustomer experience.
• Continuous Improvement: Participate in training, feedback sessions, andquality audits to continuously improve service delivery and personalperformance.

WHATDOES IT TAKE TO BE SUCCESSFUL

Qualifications

• Diploma or Bachelor’s degree in BusinessAdministration, Communications, Customer Service Management, or a relatedfield.
• Professional certification in Contact CentreOperations, Leadership, or Customer Experience (e.g., COPC, ICMI, SixSigma) is an added advantage.

WorkExperience

• 1+ year of experience in a contact centre orcustomer service environment preferred.
• Familiarity with both voice and digital channels(e.g., live chat, email, social media, messaging apps).
• Prior experience handling escalations or servicerecovery is desirable.
• Fresh graduates are encouraged to apply.
• Strongcustomer service orientation and problem-solving skills.
• Clear,professional verbal and written communication.
• Abilityto remain calm and effective under pressure.
• Goodorganizational and multitasking abilities.
• Proficiencyin using CRM systems, contact centre technologies, and telephonyplatforms.
• Fluentin English and Bahasa Malaysia; proficiency in Mandarin is an addedadvantage.
• Proficientin Microsoft Office applications (Word, Excel, PowerPoint).