Call Center à Malaisie

Are you passionate about helping others and have a knack for solving problems? Do you possess a strong understanding of logistics software? If so, we want to hear from you!

Meson Logistics Solutions is a rapidly growing software consultancy firm headquartered in Kuala Lumpur, Malaysia. We specialize in top-tier supply chain management solutions and serve clients across Southeast Asia, including the Philippines, Vietnam, Thailand, Indonesia, and beyond. (Visit our website: http://www.mesonls.com). We are seeking a talented Warehouse Management System (WMS) Call Center Agent to join our growing team.

In this role, you'll be agents for the 24x7 Call Center focused on Issue Registration and Vendor Forwarding (pre-L1 resolution) and eventually into L1/L2 support.

• Maintain 100% adherence to the shift schedule to ensure 24/7 coverage.
• Answer incoming calls promptly, achieving an Average Speed of Answer (ASA) of < 15 seconds
• Perform a professional Greeting & Verification of the caller's identity and authority.

• Capture the core details of the issue using the 4 W's + 1H and focus on symptoms.
• The 4 W’s + 1H:
  • What system/service is affected?
  • When did this start?
  • Who (is the caller, which is captured in the Greeting & Verification step) – during the call.
  • How (focus on symptoms).
  • Where (is the issue occurring, which may be covered by the What and the caller's internal business unit).
• Determine the correct Priority Classification (P1-P4) (refer Appendix – SOP2) based on the issue's impact, ensuring the severity and urgency are confirmed with the caller to determine the correct priority.
• Immediately log all captured data into the internal Ticketing System to create the initial ticket.
• Achieving an average SLA of 95%+ on issue logging forms.

• Based on the issue type and Priority Classification, assign the ticket to the correct internal Vendor Queue.
• For Critical (P1) and High (P2) issues, immediately follow the defined notification protocol: Phone call to the Vendor On-Call Line, followed by email, or an Immediate Email Alert.
• Ensure the vendor notification includes the original caller's contact details and the ticket number for direct follow-up.
• Set the caller's expectation regarding Next Steps & ETA before forwarding the issue.
• Achieve a Forwarding Success Rate of 100% (accurately logged and forwarded to the correct vendor).
• Perform internal escalation to the Supervisor if the vendor does not acknowledge S1/S2 alerts within the defined timeframe (e.g., 15 minutes).

• Update the ticket status to “Forwarded to Vendor - Awaiting ACK”.
• Participate in the Vendor Confirmation Loop process to log vendor acknowledgement for forwarded issues.
• Assist the Supervisor in the documentation and refinement of Standard Operating Procedures (SOPs) and the Knowledge Base (KB) during low-volume time.

• Education: High School Diploma or equivalent (A Bachelor's degree is a plus but not required).
• Experience: 1+ years of experience in a high-volume Customer Service, Call Center, or Help Desk environment is preferred, or strong experience in data entry and communication-intensive roles.
• English and Mandarin – both spoken and writing is a must. Others like Bahasa Malaysia and Tamil is a plus to have.
• Must be able to speak clearly and professionally, and write detailed, technical information (for vendor tickets) without jargon.
• Must meticulously capture all the 4 W's + 1H and the correct Priority Classification (P1-P4) into the ticketing system.
• Must have computer literacy and multitasking skills to be proficient in using multiple applications simultaneously (e.g., telephone system, ticketing/CRM software, Knowledge Base/SOPs) while speaking to a caller.
• Able to maintain a high QA score for documentation.
• Soft Skills: Empathy, Patience, and Composure Under Pressure to demonstrate the ability to remain calm when dealing with frustrated callers (especially P1/P2 incidents) and manage high call volume to meet ASA goals.
• Directly supports building customer trust and successful initial call intake.

• Agent Shift Structure (8-Hour Shifts)
• Day Shift (D): 7:00 AM – 3:00 PM
• Swing/Mid Shift (S): 3:00 PM – 11:00 PM
• Night Shift (N): 11:00 PM – 7:00 AM
• Off (O): Scheduled Day Off

• Possess prior experience in logistics support knowledge.
• Have a strong understanding of support hotline.
• Demonstrate in-depth knowledge of enterprise software systems like ERP, CRM, and WMS.
• Positive and good disposition and enthusiasm to help others.
• Excel in documentation, are highly responsible, independent, possess strong problem-solving skills, and are quick learners.

If you're looking for a challenging and rewarding career, we encourage you to apply! Please submit your resume and cover letter to ******@mesonls.com

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