Telco - Executive Customer Support

Scicom Intl; Kuala Lumpur; On-site; MYR 25,000 - 30,000; Full time

Benefits offered by this job

Salary RM2500

Medical leave 14 days

Medical and hospitalization insurance

Job summary

Scicom Intl is seeking a front-line customer support representative in Malaysia to handle inquiries, resolve issues, and ensure a positive customer experience.

You will assist with service-related questions, troubleshoot basic problems, and escalate complex cases when necessary, while maintaining CRM records and meeting KPIs.

Qualifications

• SPM or equivalent professional qualification required.
• Good command of spoken and written English and Bahasa Malaysia.
• Basic computer knowledge and ability to work independently or in a team.

Responsibilities

• Provide front-line support to customers via phone, email, or live chat.
• Resolve inquiries and issues, escalating complex cases as needed.
• Maintain accurate records of customer interactions in the CRM.
• Deliver professional, timely support while meeting service targets.
• Coordinate with technical and back-end teams to ensure smooth service.

Skills

English proficiency

Bahasa Malaysia proficiency

Mandarin (basic)

Initiative

Team player

Education

SPM or equivalent professional qualification

Tools

MS Office

MS Outlook

Internet Explorer

Job description

• Provide front-line support to customers by handling inquiries, resolving issues, and ensuring a positive customer experience.
• Assist with service-related questions, troubleshoot basic technical problems, and escalate complex cases when necessary.
• Maintain accurate records of customer interactions and follow up to ensure issues are fully resolved.
• Deliver professional and timely support while meeting service quality and performance targets.

The Responsibilities of the Role:

• Handle customer inquiries via phone, email, or live chat in a professional and timely manner.
• Resolve customer complaints, issues, or concerns efficiently while ensuring a high level of customer satisfaction.
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot technical issues and escalate unresolved problems to relevant departments.
• Coordinate with technical and back-end teams to ensure smooth service.
• Managing customer complaints and escalations.
• Input customer interaction, problems into the Customer Relationship Manager (CRM).
• Participate fully in the team, taking part in regular team meetings and giving feedback and ideas to colleagues and management.
• Manage and attempt to resolve any complaints directed to the contact center.
• Escalate any queries or unresolved issues which cannot be completed within the agreed procedures.
• Work on agreed productivity and quality standards and any KPIs as provided by Management.
• Ensure a comprehensive understanding of all standards of performance including business protocol and comply with policies and procedures.

Skill Requirements:

• SPM or an equivalent professional qualification.
• Good command of spoken and written English and Bahasa Malaysia.
• Ability to speak and write in Mandarin is added advantage
• Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
• Possess initiative, able to work independently and as a team.
• Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
• 5-day week; off days based on roster.

The Package :

• Attractive Salary - RM2500.
• Performance-related allowance on a quarterly basis for confirmed staff.
• 14 days Medical Leave.
• Medical and hospitalization insurance coverage.