Full Time Customer Service Specialist Jobs, in ‎ Softenger Malaysia Federal Territory - Maukerja

Key Responsibilities

• Handle inbound customer enquiries and complaints professionally via the assigned channels (voice, chat and/or email)
• Provide accurate information, resolve issues on first contact where possible, and escalate complex cases following the escalation process
• Log and track every interaction accurately in the CRM/ticketing system
• Meet KPIs for quality, productivity, response time, resolution rate and customer satisfaction
• Take part in training, coaching and quality reviews to improve performance
• Work 24/7 rotating shifts, including nights, weekends and public holidays, as scheduled
• Diploma or above, or a degree (fresh graduates are welcome to apply)
• Minimum 1 year of customer service experience (call centre, BPO, helpdesk or similar)
• Strong English communication skills (CEFR C1 level, spoken and written)

Skills and Attributes

• Clear, confident and empathetic communication
• Patience and composure under pressure
• Good listening, problem-solving and multitasking skills
• Reliable, punctual and a team player