Kerja Sepenuh Masa Customer Service Agent (L1 Level) | 12 Months Contract (Renewable) | July Intake, Gaji tinggi MYR 3,500 di Agensi Pekerjaan Cornerstone Global Partners (Malaysia) WP Kuala Lumpur - Maukerja

• 1–2 years of experience in Customer Service or BPO environment

• Strong communication skills in English and Bahasa Malaysia

• Comfortable handling chat, calls, and email support (multichannel)

• Ability to follow structured SOPs with high accuracy

• Flexible to work rotational shifts (including nights, weekends & public holidays)

• Open to ad-hoc shift changes based on business needs

Working Hours

• 5-day work week (including weekends)

• Rotational shifts: AM / PM / Graveyard (Depends on company's needs)

shift schedule

• 9:30am - 6:30pm - first two weeks

• AM : 7:00 AM – 4:00 PM

• PM : 2:00 PM – 11:00 PM

• GY : 10:00 PM – 7:00 AM

• Handle customer inquiries via live chat, inbound/outbound calls, and email

• ResolveLevel 1 (L1) queriessuch as:

  • General product information

  • Basic transaction status updates

  • Account-related guidance and FAQs

• Follow structured SOPs and scripts strictly when assisting customers

• Identify and escalate complex cases, including:

  • Disputes and chargebacks

  • Account restrictions or fraud-related issues

  • KYC/verification matters beyond L1 scope

  • Complaints requiring further investigation

• Ensure accurate ticket logging, documentation, and categorization

• Escalate cases to L2/L3 teams with complete details

• Meet performance metrics such as SLA, AHT, and productivity targets

• Maintain compliance with data privacy and regulatory standards

• Annual Leave
• Medical and Hospitalisation Leave
• Training Provided