Full Time Customer Support Executive Jobs, in Qi Group Selangor - Maukerja

Position Overview

The Global Support Executive (GSE) is responsible for delivering exceptional customer support through multiple channels, including inbound and outbound calls, email, live chat, and face-to-face interactions. This role involves resolving product and service enquiries efficiently, providing solutions with professionalism, and serving as a liaison between customers and QNet/QI Group.

Key Responsibilities

Customer Handling

• Manage customer interactions via phone (inbound and outbound), email, live chat, and walk-ins when required.
• Process enquiries related to KYC, product delivery, refunds, account information, updates, product changes, and other support requests.
• Provide accurate information, options, and solutions to address customer needs.
• Resolve issues by identifying the concern, determining the root cause, proposing solutions, and ensuring timely follow-up until closure.
• Escalate complex cases or complaints to the Supervisor/Manager when necessary.
• Keep customers updated on the progress of their cases.
• Stay informed of current and new company products, services, and policies.
• Work on rotational shifts, including weekends and public holidays, as required.

Service Quality

• Ensure all enquiries are handled within agreed Service Level Agreements (SLAs).
• Deliver a positive and professional customer experience across all touchpoints.
• Collaborate with fellow GSEs and Global Support leadership in Malaysia and worldwide to achieve departmental goals.
• Consistently follow up with internal teams to ensure timely resolution of cases.
• Adhere to Standard Operating Procedures (SOPs) in all processes.
• Apply sound judgment in exception handling and provide appropriate responses.
• Partner with the Quality team and leadership to identify areas for improvement.

Additional Responsibilities

• Support customer service activities during company events, when required.
• Coordinate effectively with other departments to resolve customer concerns.
• Participate in projects and assignments in collaboration with leadership and cross-functional teams.
• Assist with translation tasks and User Acceptance Testing (UAT), as required.

Requirements

• Minimum 2 years in Contract Centre/Customer Service field
• Strong communication skills (written and verbal) with a customer-first mindset.
• Ability to work effectively in a fast-paced, multicultural environment.
• Problem-solving skills with a focus on accuracy and efficiency.
• Flexibility to work on shifts, weekends, and public holidays.

Desired Skills & Language Proficiency

• Required: Fluent in English (spoken and written).