Urgent Hiring! 20x L1 Customer Service Executive | Mercu 2 | Nov & Dec Intake

CGP Personnel; Kuala Lumpur; On-site; MYR 28,000 - 42,000; Full time

Job summary

CGP Personnel is seeking a proactive Level 1 Customer Service Agent to join our operations team. You will manage customer interactions across chat, voice, and email channels while delivering excellent service and following established procedures.

Shifts are rotational (including nights, weekends and public holidays) with 9:00 AM–6:30 PM, 6:30 AM–4:00 PM, 9:30 AM–7:00 PM, 3:30 PM–1:00 AM, and 12:30 AM–10:00 AM.

Qualifications

• 1–2 years of experience in customer service or BPO
• Strong English and Bahasa Malaysia communication
• Multichannel support including chat, calls, and email
• Follow structured SOPs and scripts
• Meet SLA, AHT, and productivity targets

Responsibilities

• Handle customer inquiries via live chat, calls, and email
• Identify and elevate complex cases to L2/L3 with complete details
• Ensure accurate ticket logging, documentation, and categorization
• Escalate cases to L2/L3 with full context and data privacy compliance
• Maintain compliance with data privacy and regulatory standards

Skills

Communication skills

English & Bahasa Malaysia

Job description

We are seeking a proactive and customer-focused Level 1 Customer Service Agent to join our operations team. In this role, you will manage customer interactions across chat, voice, and email channels while delivering excellent service and adhering to established procedures.

Working Hours and Rotational Shift Schedule:

• 9:00 AM – 6:30 PM
• 6:30 AM – 4:00 PM
• 9:30 AM – 7:00 PM
• 3:30 PM – 1:00 AM
• 12:30 AM – 10:00 AM

Salary & Benefits:

Annual Leave: Prorated (1 day per month of service)

Handle customer inquiries via live chat, inbound/outbound calls, and email

Resolve Level 1 (L1) queries such as:

• General product information
• Basic transaction status updates
• Account-related guidance and FAQs
• Follow structured SOPs and scripts strictly when assisting customers

Identify and elevate complex cases, including:

• Disputes and chargebacks
• Account restrictions or fraud-related issues
• KYC/verification matters beyond L1 scope
• Complaints requiring further investigation

Other responsibilities:

• Ensure accurate ticket logging, documentation, and categorization
• Escalate cases to L2/L3 teams with complete details
• Meet performance metrics such as SLA, AHT, and productivity targets
• Maintain compliance with data privacy and regulatory standards

1–2 years of experience in Customer Service or BPO environment

Strong communication skills in English and Bahasa Malaysia

Comfortable handling chat, calls, and email support (multichannel)

Ability to follow structured SOPs with high accuracy

Flexible to work rotational shifts (including nights, weekends & public holidays)

Open to ad-hoc shift changes based on business needs

We regret to inform that only shortlisted candidates will be informed.