在家工作 [Work from Home] Customer Service Expert

TDCX; Kuala Lumpur; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading BPO company in Kuala Lumpur is seeking customer service representatives to assist clients and resolve disputes. The ideal candidate should have strong communication skills, and a passion for helping others. This position involves a flexible schedule, including evenings and weekends, and requires a minimum of one year in a related field.

Benefits

Attractive remuneration

Comprehensive medical coverage

Flexible working arrangements

Engaging activities and recognition programs

Qualifications

• Preferable with 1 year of related working experience.
• Applicants must be willing to work in KL Sentral.
• Must be available for a regular schedule of 40 hours a week, including weekends.
• Experience with policy work or resource project management is a plus.

Responsibilities

• Assists with escalated issues and initiates user dispute requests.
• Investigates incidents and determines resolutions.
• Documents investigations through written reports.
• Monitors inappropriate content and identifies trends.

Skills

Excellent verbal and written communication skills in English

Patience

Empathy

Ability to manage stress

Strong communication and interpersonal skills

Technical aptitude

Ability to work under pressure

Education

SPM or equivalent

Diploma or higher

Tools

Familiarity with ticketing systems

Job description

Overview

#BeMore Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• Premium workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company with 26 years of experience and 310+ industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Assists with escalated issues and initiates the user dispute request process
• Investigates both sides of incident disputers, verifies facts, and determines resolutions based on internal policies
• Works to deliver a good understanding of processes to our users in a customer facing capacity
• Educates users on how to maintain security and safety
• Monitors and flags inappropriate content and identifies trends in online risk
• Investigates cases involving complex damage, personal safety potential fraud and brand risk
• Maintains high level of confidentiality while performing investigations
• Comprehensively documents investigations through written reports
• Interfaces with internal communications and social media teams
• Performs other duties as assigned by management within your category of employment to support the Quality Management System of TDCX

Who are we looking for?

• Preferable with 1 year of working experience in the related field for this position
• Candidate must possess at least SPM, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Postgraduate Diploma, Professional Degree, Master's Degree, or equivalent
• Applicants must be willing to work in KL Sentral
• Must be available for a regular schedule of 40 hours a week, including weekends and holidays as our customers need us; shifts may include evening or early morning hours
• Excellent verbal and written communication skills in English and (supporting respective market: China)
• Patience, empathy, and a unique ability to manage stress
• Skilled and eloquent in writing
• Strong communication and interpersonal skills
• Ability to work under pressure and adapt quickly to adverse situations
• Technical aptitude and the ability to pick up new technology quickly
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
• Familiarity with ticketing systems
• Experience with policy work or help resource project management
• Previous demonstrable experience with creation of online help resources
• Early adopter of technology

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, to build customer loyalty and to protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies, looking to tap the region’s growth potential.

We pride ourselves on uncovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients and our community has led to us winning more than 310 industry awards, including being one of the best companies to work for in Asia.

From our premium workspaces, above-industry average compensation packages, career opportunities, and workplace perks, get in touch to find out more about what’s in store when you embark on a career with TDCX.

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