Technical Support Representative (Bahasa Malay)

TP; Butterworth; On-site; MYR 33,000 - 50,000; Full time

Job summary

TP Malaysia is seeking a Customer Success Specialist (CSS) to respond to customer requests, manage concerns, and provide information via inbound calls and emails. You will be the primary contact for customers using the website shopping channel, with duties including handling orders, payments, and safeguarding data.

The ideal candidate has at least 6 months in customer support, proficiency in English (B2) and Bahasa Malaysia, and is willing to relocate to TP Malaysia (Penang site).

Qualifications

• Must have 6 months of work experience in customer support.
• Fluent in Bahasa Malay and English (B2 level).
• Fresh graduates welcomed with English-related degrees such as English with Communication, English for Professionals, or Mass Communication.

Responsibilities

• Assist customers to place online orders.
• Provide timely support via phone and email.
• Process payments while safeguarding customer data.
• Mitigate risk to client brand and loyalty.
• Identify and escalate priority issues as needed.
• Collaborate with team to improve customer support processes.
• Share suggestions to improve quality of service.
• Keep knowledge up to date through training.
• Meet all KPIs set by the company and client.
• Adhere to company and client policies.

Skills

Customer support

English language

Bahasa Malay

Education

Bachelor's degree

Diploma or equivalent

Job description

The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.

The CSS will be the primary contact for customers using the client's website shopping channel.

Education background

• Bachelor's Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions
• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
• Call centre experience is not a 'must' but would be a distinct advantage.

Responsibilities and Accountabilities

• Support customers to place online orders with the client
• Provide timely support to customers through available communication channels (inbound phone calls and email)
• Process payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all times
• Proactively support customers to mitigate the risk of damage to the client's brand and customer loyalty
• Identify and elevate priority issues through appropriate channels as and when necessary
• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience
• Maintain and improves quality of service by sharing suggestions and recommendations
• Keep job knowledge and skills up to date by attending training and continuously learning
• Meet all key performance indicators set by the company and client
• Adhere to the policies and procedures set by the company and client

Note

• Must be Malaysian nationalities and fluent in Bahasa Malay and English
• Willing to relocate to TP Malaysia (Penang site)