Telco - Executive Customer Support

Job Description

The Role:

• 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.
• Contact Centre Operating Days/Hours: Monday-Sunday
• 5-day week; off days based on roster.

The Package :

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

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.