Customer Service Expert -English -Penang

Responsibilities

Overview of CSS Role:

(May perform other duties as requested that may not be specifically addressed in this document)

* CSS represents the brand, the culture, and the values of the client

* Your attitude and how you behave will determine how our client is perceived by its customers

* It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times

* Customer concerns must be handled positively and professionally

* Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

Responsibilities

• Provide excellent customer service through phone, email, chat, or other communication channels.
• Assist customers with their enquiries, requests, and concerns in a professional and timely manner.
• Understand customer needs and provide accurate information and suitable solutions.
• Handle customer complaints and resolve issues with a positive, empathetic, and professional approach.
• Maintain a high level of customer satisfaction and ensure a positive customer experience.
• Accurately update customer information, records, and case details in the relevant systems.
• Escalate complex or unresolved issues to the appropriate team when required.
• Follow company policies, procedures, and customer service guidelines.
• Meet individual and team performance targets, including quality, productivity, and customer satisfaction.
• Stay updated on products, services, processes, and systems through continuous learning.
• Perform other duties as assigned by the management.

Requirements

• Diploma, Bachelor's Degree, or equivalent qualification in any discipline.
• Fresh graduates are encouraged to apply.
• Minimum 6 months of customer service experience is preferred; candidates from other industries are welcome to apply.
• Strong English communication skills in speaking, reading, writing, and listening.
• Excellent communication, active listening, problem-solving, and interpersonal skills.
• Positive attitude with the ability to remain calm, patient, empathetic, and professional when handling customers.
• Good attention to detail and ability to multitask in a fast-paced environment.
• Minimum typing speed of 40 WPM with at least 90% accuracy.
• Basic knowledge of Microsoft Office and Windows.
• Comfortable working with customer service platforms, CRM systems, and other digital tools.
• Willingness to work in a fast-paced customer service environment and rotational shifts, where required.