Customer Service Specialist

About the Location

Kuala Lumpur, Malaysia, is a vibrant capital city known for its diverse culture, modern infrastructure, and bustling urban life.

About the Position

Join our team in Kuala Lumpur as a Customer Service Specialist, providing essential support to clients. This role focuses on delivering excellent service in Mandarin, handling a variety of customer inquiries and ensuring a positive experience.

Additional Information

• Fresh graduates are welcomed to apply.
• Call centre experience is not a mandatory requirement but would be a distinct advantage.

Requirements

• C1 Mandarin level proficiency.
• B2 level English Language proficiency (reading, writing, speaking, and aural comprehension).
• Bachelor's Degree or at least a Diploma or equivalent in any discipline.
• Minimum of 6 months work experience in customer support in any industry (fresh graduates with a relevant degree/diploma are also encouraged to apply).
• Professional and/or personal technical troubleshooting experience.
• Familiarity with Mobile Operating Systems, Smartphones, Tablets, PCs, or laptops.
• Deep curiosity for understanding technology and a passion for continuous learning.
• Ability to use analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology.
• Confidence in navigating multiple systems and tools to research, comprehend, and deliver solutions to customers in real-time.
• Ability to self-manage and work independently in a fast-paced and highly demanding environment.
• Strong sense of professionalism, remaining positive, calm, and composed under pressure.
• Eagerness to receive feedback, embrace coaching, and demonstrate improvements.
• Effective time management strategy, including the ability to multi-task, prioritize, organize, and balance workload.

Responsibilities

• Provide comprehensive customer service support for inquiries related to post-order, delivery, payment, product pre-orders, product pre-screening calls, and general customer questions.
• Deliver high-caliber customer interactions, meeting client standards for call quality reports, call audits, and customer satisfaction.
• Develop and maintain strong working expertise in all Client Supported Products.
• Ensure innovation and quality in all customer interactions.
• Accurately capture all required data elements in internal systems according to training and operational procedures.
• Maintain a general awareness of the Client's strengths in the industry.
• Assist customers by answering queries relating to their order status, changes, and delivery timeframes.

Key Information

• Schedule: Rotational Shift 24/7 (5 days on, 2 days off)
• Gross Salary: Up to 4,500 RM (includes Language Allowance)
• Relocation: Relocation support is not provided.