Customer Service Experience

About the role

We are seeking a Customer Service Experience professional to join OPTIMUM INFOSOLUTIONS (M) SDN BHD in Petaling Jaya, Selangor. This is a contract position that plays a vital role in delivering exceptional customer experiences across our call centre operations. You will be at the forefront of our customer interaction strategy, ensuring every contact reflects our commitment to excellence and customer satisfaction. Your contributions will directly impact our customers perceptions of our brand and our ability to build long-lasting relationships.

Key responsibilities

• Handle incoming customer inquiries via phone, email, and other communication channels with professionalism and courtesy
• Provide accurate information about products and services to customers and address their concerns effectively
• Document customer interactions and maintain detailed records in our customer management systems
• Resolve customer issues promptly whilst maintaining company policies and procedures
• Process transactions, orders, and requests in accordance with established protocols
• Escalate complex issues to supervisors or relevant departments when necessary
• Contribute to team goals and performance metrics whilst maintaining individual quality standards
• Provide feedback and suggestions for improving customer service processes and experiences
• Comply with data protection regulations and maintain confidentiality of customer information

What we're looking for

• Proven experience in customer service roles, ideally within a call centre environment
• Excellent verbal and written communication skills with the ability to communicate clearly in English; proficiency in additional languages is advantageous
• Strong problem-solving abilities and a customer-centric mindset
• Proficiency in using customer relationship management (CRM) systems and Microsoft Office applications
• Ability to work in a fast-paced environment whilst maintaining composure and patience
• Time management and organisational skills with the ability to prioritise multiple tasks
• A positive attitude with a willingness to learn and adapt to new systems and processes
• High level of accuracy and attention to detail when handling customer information
• Ability to work collaboratively within a team whilst also demonstrating independence
• Flexibility and availability to work shifts as required by business operations