Specialist - Social Media

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service firm in Kuala Lumpur is looking for an individual to provide technical support for smartphones and other devices. The role involves responding to customer questions through non-voice channels and ensuring customer satisfaction through effective troubleshooting and upselling opportunities. Candidates should have solid English and Bahasa Malaysia skills, with at least six months of customer service experience. The package includes a competitive salary and various leave entitlements.

Benefits

Attractive Salary (RM3,500)

Performance-related bonus

Annual leave 15 days

Medical and hospitalization coverage

Qualifications

• Graduates preferred with a background in Electronics, communications, or management.
• At least 6 months customer service-related experience, ideally in a contact center.
• Basic understanding of mobile troubleshooting needed.

Responsibilities

• Provide technical support via non-voice channels.
• Respond to customer inquiries regarding merchandise or service orders.
• Assist customers with product selection and basic pre-sales questions.

Skills

Customer service experience

Technical support

English proficiency

Bahasa Malaysia proficiency

Mandarin language

Education

College graduate in relevant field

Job description

Job Description

The Responsibilities of the Role

• Provide Technical Support for smartphones and other devices such as tablets, PCs, Modems, etc via non-voice channels such as chat, social media, and email platforms.
• Mainly handles and answers user questions and inquiries.
• Escalates technical problems or complaints that cannot be resolved within SLA to relevant teams.
• Performs systematic tracking of escalated problems until they are closed.
• Able to effectively provide Customer solutions with cross sell and upsell opportunities based upon Customer needs.
• Responds to customer and seller inquiries regarding online merchandise or service orders through Inbound Chat.
• Assists customers and sellers with product selection, answers basic pre-sales questions, and suggests various product options that are available.
• Able to communicate and adapt to different types of customers.

Skill Requirements

• Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, e-commerce, management, etc.
• At least 6 months’ customer service-related work experience, preferably in a contact center environment.
• Excellent command of spoken and written English and Bahasa Malaysia.
• Mandarin language is an added advantage.
• Basic understanding of mobile phone (android) troubleshooting is required.
• 1 year of experience in the escalation team for mobile phones/PC technical support or experience in repairing mobile phones or PC is an added advantage.
• Must have basic knowledge of products being sold in E-Commerce platforms such as Lazada, Shopee, Tik Tok Shop, etc.

The Package

• Attractive Salary (RM3,500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

• Associate

Location

• Kuala Lumpur, WP, Malaysia.

Employment Type

• Full Time.