Technical Support Representative (Bahasa Malay)

TP; Penang; On-site; MYR 36,000 - 58,000; Full time

Job summary

TP Malaysia is seeking a Customer Success Specialist to respond to customer inquiries, assist with online orders, and safeguard customer data across phone and email channels.

The role requires Malaysian nationality with fluency in Bahasa Malay and English, and a willingness to relocate to the Penang site. Fresh graduates are welcome, with at least 6 months in customer support preferred.

Qualifications

• Bachelor’s Degree or Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension).
• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in 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

• 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 escalates 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).

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 escalates 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)