Customer Service Specialist

Responsibilities:

• Deliver world class customer service by handling all internal / external customer enquiries or complaint via email and Live – Chat, and to achieve KPI target.
• Provide a polite, professional and accurate respond.
• Respond to incoming issues either by monitoring tool / incoming calls / emails and log incident accurately. To prepare the data and review with team leader / manager in daily basic.
• Provide support and escalation of issues within agreed procedures and service level agreements. Manage customer's expectations and display ownership for customer request.
• Respond to customer request efficiently and escalate to other functional team as required.
• Keep up-to-date on new or enhanced products/services in order to maintain a high level of quality service to customer.
• To lead escalations meetings to promptly resolve customer issue, escalate unresolved case to team leader / manager.
• Support team leader / manager to continuously review processes, identify and resolved service gaps through constructive feedback and implement process improvements where appropriate.

Requirements :

• Minimum 3–4 years of experience in customer service, call centre, or contact centre roles.
• Strong communication, interpersonal, and problem-solving skills.
• Proficient in Mandarin, English, and Bahasa Malaysia, both written and spoken.
• Customer-oriented with a professional and positive attitude.
• Able to handle customer enquiries, complaints, and escalations effectively under pressure.
• Good attention to detail with strong follow-up and case management skills.
• Relevant experience will be an advantage.