Support customer experience operations by managing enquiries, feedback, and complaints across multiple channels, including phone, email, Goodays, Zendesk, and food delivery platforms. Ensure timely issue resolution, accurate documentation, and positive customer interactions while contributing to service excellence and smooth day-to-day operations across the Malaysia and Singapore markets.

Key Responsibilities

Handle inbound calls for order-taking, customer enquiries, and support requests while ensuring accurate information capture and clear communication.
Provide timely and professional customer support, resolving enquiries and issues efficiently to deliver a positive customer experience.
Adhere to established call-handling procedures, service standards, and quality guidelines to ensure consistent service delivery.
Maintain accurate records of customer interactions, enquiries, and resolutions for effective follow-up and reporting.
Monitor and achieve key performance indicators (KPIs), including service levels, productivity, and adherence to operational standards.

Skills and Qualifications

Minimum SPM qualification and above.
Proficient in Microsoft Office applications; experience in the QSR industry, digital operations, or customer experience is an added advantage.
Strong communication and interpersonal skills with the ability to handle customer enquiries, complaints, and order-related calls professionally.
Detail-oriented with strong organizational skills and the ability to maintain accurate records and follow established procedures.
Previous experience in a call centre or customer service environment, preferably supporting multiple customer channels.
A collaborative team player with a proactive approach to problem-solving and process improvement.
Adaptable and able to manage ad-hoc tasks while maintaining high customer service standards.
Experience using customer service platforms, CRM systems, or call management tools.
Ability to analyze customer feedback and identify opportunities to improve service quality and customer experience.
Good understanding of customer service principles, with the ability to provide accurate and informed support.
Strong problem-solving skills and the ability to manage escalated or complex customer issues effectively.
Flexible and adaptable in a fast-paced environment, with the ability to manage changing priorities and support ad-hoc operational tasks.
Willingness to work on a rotating shift schedule, including weekends and public holidays, or as required.

Customer Service Representative