Specialist, Contact Centre

CTOS Data Systems Sdn Bhd; Petaling Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

CTOS Data Systems Sdn Bhd in Malaysia is seeking a Customer Support/Contact Centre Specialist to handle multi-channel inquiries, resolve issues within SLAs, and maintain accurate case documentation.

You will work with cross-functional teams, uphold quality service delivery, and continuously improve customer experience through feedback and training. Fresh graduates welcome.

Qualifications

• Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service Management, or related field.
• Professional certification in Contact Centre Operations, Leadership, or Customer Experience (e.g., COPC, ICMI, Six Sigma) is an added advantage.
• 1+ year of experience in a contact centre or customer service environment.
• Familiarity with both voice and digital channels (live chat, email, social media, messaging apps).
• Prior experience handling escalations or service recovery is desirable.
• Fresh graduates are encouraged to apply.
• Strong customer service orientation and problem-solving skills.
• Clear, professional verbal and written communication.
• Ability to remain calm and effective under pressure.
• Proficiency in using Microsoft Office applications.

Responsibilities

• Handle inbound and outbound customer interactions via calls, emails, live chat, and messaging platforms in a professional and timely manner.
• Resolve inquiries and complaints within defined SLAs; escalate when necessary.
• Log all customer interactions, issues, and resolutions in CRM systems for tracking and reporting.
• Support day-to-day contact centre operations; monitor queues and workloads.
• Maintain up-to-date knowledge of CTOS products and procedures.
• Provide feedback on recurring issues to cross-functional teams.
• Act as customer advocate to improve experience.
• Participate in training and quality audits to improve service delivery.

Skills

English

Bahasa Malaysia

Mandarin

Education

Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service Management, or related field

Professional certification in Contact Centre Operations, Leadership, or Customer Experience (e.g., COPC, ICMI, Six Sigma)

Tools

CRM systems

Telephony platforms

Microsoft Office

Contact centre technologies

Job description

This role is responsible for delivering superior customer experiences by handling customer inquiries, requests, and issues across multiple communication channels. This role focuses on ensuring timely, accurate, and professional responses while adhering to company policies, service standards, and regulatory requirements.

As part of the frontline team, you will support the Contact Centre’s daily operations by managing escalated cases within your scope, providing feedback on recurring issues, and collaborating with cross-functional teams to resolve challenges. You will play a key role in upholding CTOS’s commitment to service excellence, accuracy, and customer satisfaction.

KEY RESPONSIBILITIES

Customer Support: Handle inbound and outbound customer interactions via calls, emails, live chat, and messaging platforms in a professional and timely manner.

Issue Resolution: Manage and resolve customer inquiries and complaints within defined SLAs, escalating complex cases to senior staff or management when necessary.

Quality Service Delivery: Ensure adherence to service scripts, compliance standards, 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 service gaps.

Product Knowledge: Maintain up-to-date knowledge of CTOS’s products, services, and procedures to provide accurate and helpful information to customers.

Customer Advocacy: Act as a representative of the customer’s voice, highlighting recurring issues and suggesting improvements to enhance customer experience.

Continuous Improvement: Participate in training, feedback sessions, and quality audits to continuously improve service delivery and personal performance.

WHAT DOES IT TAKE TO BE SUCCESSFUL

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 (e.g., COPC, ICMI, Six Sigma) is an added advantage.

Work Experience

1+ year of experience in a contact centre or customer service environment preferred.

Familiarity with both voice and digital channels (e.g., live chat, email, social media, messaging apps).

Prior experience handling escalations or service recovery is desirable.

Fresh graduates are encouraged to apply.

Strong customer service orientation and problem-solving skills.

Clear, professional verbal and written communication.

Ability to remain calm and effective under pressure.

Good organizational and multitasking abilities.

Proficiency in using CRM systems, contact centre technologies, and telephony platforms.

Fluent in English and Bahasa Malaysia; proficiency in Mandarin is an added advantage.

Proficient in Microsoft Office applications (Word, Excel, PowerPoint).

CTOS Digital is a key player in ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individual and business with the confident to make sound credit decision through access to data and insights at greater ease and speed.

CTOS Digital is a key player in ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individual and business with the confident to make sound credit decision through access to data and insights at greater ease and speed.

What can I earn as a Contact Centre Specialist