Job Title: Customer Service Representative (CSR)

Location: Kuala Lumpur

Workspace: WFC

Department: Operations

Channel: Voice/Email (Chat to be added later)

Language: Mandarin & Cantonese (+ Basic English)

Shifts: 24-7 Shifts

Overview of Position:

As a Customer Service agent, you will be responsible for providing quick, accurate, and friendly service to customers via phone, email, or chat. You will also represent Client’s platform and tools to customers, educating them to navigate and self-serve where possible. You will work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics.

Essential Functions:

▪ Provide quick, accurate, and friendly service to customers via phone, email, or chat

▪ Meet and exceed customer service metrics such as customer satisfaction, resolution time, and quality assurance

▪ Take ownership and responsibility to get tasks and contacts completed on time and follow up with customers as needed

▪ Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics

▪ Represent Client platform and tools to customers, educating them to navigate and self-serve where possible

▪ Build lasting relationships with customers, and other team members

▪ Be reliable, be on time and come in as scheduled

Critical Skills:

▪ Ability to navigate through computer programs and email with ease

▪ Excellent interpersonal skills, being capable of empathizing, communicating, and resolving conflicts in an assertive way

▪ Understanding scenarios, making decisions, and suggesting appropriate answers/solutions according to available resources

▪ Learning and adapting to new technologies and tools quickly

▪ Organized and reliable, prioritizing, working well under pressure to meet deadlines

▪ Ability to understand and share the feelings of customers and provide them with a positive and supportive experience

▪ Adaptable, flexible, approachable, and collaborative towards team goals and interests

▪ A sense of humor and positive “make-it-work” attitude

▪ Strong work ethic with a “can-do” attitude and ability to create momentum based on goals

Educational/Work Experience and Requirements

▪ High school diploma or equivalent required.

▪ Candidate must be flexible working Onsite.

▪ Must have at least six months customer service experience or equivalent

▪ Must successfully pass a background check