Kerja Sepenuh Masa, Customer Support Executive di ‎ Softenger Malaysia Federal Territory - Maukerja

Location: EQ Plaza, Kuala Lumpur

Start date: 10th November, Tuesday (immediate joiners only)

Work arrangement: On-site, 24/7 rotational shifts

About the Role:

We are hiring for Customer Service Executives to join our support team at EQ Plaza. You will be the first point of contact for customers, handling enquiries, resolving issues and delivering a consistently high standard of service across rotating shifts, including nights and weekends.

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
• Follow company policies, scripts, compliance and data privacy requirements
• Take part in training, coaching and quality reviews to improve performance
• Work 24/7 rotating shifts, including nights, weekends and public holidays, as scheduled

Requirements:

• 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)
• Willing and able to work 24/7 rotating shifts, including night shifts
• Able to commute to EQ Plaza at all hours of the rotation
• Comfortable with computers and quick to learn new systems
• Able to join on Monday or at short notice

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