Role Overview
The Customer Service Executive will be responsible for managing customer enquiries across email, live chat, and phone channels while ensuring timely and accurate first-time resolution. This role supports regional telco, IT, and social media projects, requiring a service-focused mindset and strong communication skills.
Key Responsibilities
- Handle inbound customer enquiries via phone, email, and chat in a professional and courteous manner.
- Provide accurate information, troubleshoot basic issues, and ensure first-contact resolution wherever possible.
- Record and update all customer interactions in the internal systems with complete and accurate details.
- Escalate complex cases to the relevant teams in accordance with standard operating procedures and service levels.
- Adhere to project-specific workflows, compliance guidelines, and quality assurance standards.
- Maintain a high level of customer satisfaction through timely follow-up and problem resolution.
- Achieve performance targets including productivity, quality, attendance, and response time.
Requirements
- Minimum SPM qualification or equivalent.
- Ability to communicate in average English (spoken and written).
- Ability to read and write in Traditional Mandarin, and speak fluent Mandarin to support Taiwan-based customers.
- Fresh graduates and school leavers are encouraged to apply.
- Basic computer literacy and ability to navigate multiple systems.
- Strong customer-oriented attitude with patience, professionalism, and problem-solving skills.
- Willingness to work in a fast-paced and dynamic call centre environment.
Working Conditions
- Operates in a 24/7 rotational shift environment, including nights, weekends, and public holidays as required.
- Weekly shift rotations will apply, with the monthly schedule provided in advance.
- Candidates must have their own transport, as shift timings may not align with public transportation availability.
- Work will be based on-site at the designated office location.
Compensation & Benefits
- Base salary with monthly KPI incentives based on performance.
- Insurance benefits provided as part of the employment package.
- Additional allowances or overtime may apply in accordance with company policy.
- Comprehensive training and onboarding provided with opportunities for career progression.
Preferred Attributes
- Prior experience in customer service or call centre operations is an added advantage but not mandatory.
- Positive attitude, strong work ethic, and willingness to learn.
- Excellent interpersonal and listening skills with the ability to remain calm under pressure.
- Team player with a commitment to delivering excellent service.
