Customer Service Officer
Brand International- Posted 13 days ago
- Be among the first 10 applicants
Job Description
Job Summary
The Customer Service Officer is responsible for delivering front-line support to customers through phone and email channels. This role focuses on handling enquiries, resolving complaints, and ensuring a high standard of customer experience in line with service level expectations. The role requires strong communication skills, problem-solving ability, and close coordination with internal teams to ensure timely and effective resolution of customer issues.
Key Responsibilities
- Provide first-level support via phone and email, ensuring all enquiries are handled within established service level and turnaround time standards.
- Identify customer needs, manage enquiries and complaints, and resolve issues in a timely and professional manner.
- Escalate unresolved cases to the appropriate second-level support team and ensure proper follow-through until closure.
- Collaborate with internal departments to ensure efficient issue resolution and service delivery.
- Deliver excellent customer experience by going the extra mile to meet and exceed customer expectations.
- Maintain accurate and detailed records of all customer interactions in the system for tracking, reporting, and analysis purposes.
Job Requirements
- Minimum SPM or equivalent Diploma/Degree in any field is an added advantage
- Fresh graduates are encouraged to apply prior customer service or call centre experience is preferred
- Good command of Bahasa Malaysia and English (both spoken and written) additional languages are an advantage
- Strong communication, interpersonal, and problem-solving skills
- Ability to handle high volume of enquiries in a fast-paced environment
- Customer-oriented mindset with a professional and positive attitude
- Basic computer literacy (MS Office, email handling, system navigation)
- Ability to multitask, prioritize, and manage time effectively
- Willing to work on rotational shifts, weekends, and public holidays (if required)
- Able to start immediately or within short notice
- Fully vaccinated (if applicable to company policy)
- High level of integrity, discipline, and adherence to company policies and procedures
More Info
About Company
We are an award-winning Malaysian company in the areas of Customer Experience, Learning & Training, Human Resource Outsourcing, Talent Management, and Business Process Outsourcing (BPO). Providing cost-effective contact centers, business processes, IT, and Managed services from Malaysia. Our on-shore and off-shore delivery capability span the region we are able to craft end-to-end solutions for customer support, sales, telemarketing, collections,customer service as well as internal IT and Business services. Vision and Mission Our vision is to create and deliver the branded customer experience for you, to ensure that your customers remain loyal. Our mission is the key to achieving this. We will assist you in maximizing your customer experience by ensuring that your people, processes, and operations consistently maintain a sharp focus on service, quality and business performance. Our Core Values Brandt International is more than a company. It's made up of each and every one of you together, we achieve more. Integrity All our actions and decisions are guided by honesty, fairness, and transparency. Maintain high ethical standards. Treat others in a fair, transparent, respectful, and objective manner do not abuse power or authority. Do not allow personal social/economic/political views or inappropriate pressures to influence decision-making. Take prompt and effective action to deal with unprofessional or unethical behavior. Act within and with respect for BRANDT rules and regulations. Takes responsibility for own work, including problems and issues Identifies ethical dilemmas and conflict of interest situations and takes action to avoid and prevent them Anticipate and prevent breaches in confidentiality and/or security Strive for Excellence We will strive for continuous improvement. We will produce the best products and deliver the best services we are capable of providing. We will challenge the process, the product, and our opinions. We will foster a team spirit, never challenging the person, but challenging the problem or opportunity. We will look for new opportunities to learn and grow. We will speak up when we do not understand or do not agree with others. We strive to be known as thought leaders and innovators in customer lifecycle marketing. Spirit of Adventure To be always curious, flexible, and persistent in paving new possibilities. We adopt a culture and mindset of continuous curiosity. We persistently try new possibilities and experiment even though mistakes may be made along the journey. We stay agile, flexible, and innovative on this journey to success. Respect for Diversity We treat all individuals with respect and dignity regardless of their differences, embrace and build upon the unique richness presented by the diversity that characterizes the organization and its staff, and promote gender equality. Respect and work effectively with people of all backgrounds. Are open-minded and seek to understand and empathize with those different to ourselves. Examine own biases and behaviors to avoid stereotyping. Challenge prejudice and intolerance in the workplace. Promote diversity to strengthen own/team work and achieve results.
