How to become a Customer Service Representative in Malaysia

What does a Customer Service Representative do?

Customer service representatives handle customer inquiries, resolve complaints, process orders and returns, and provide product or service information through phone, email, chat, and in-person interactions.

Typical duties

• Respond to customer inquiries via phone, email, chat, and social media.
• Resolve customer complaints and issues efficiently and professionally.
• Process orders, returns, exchanges, and refunds accurately.
• Provide detailed product and service information to customers.
• Document customer interactions and update account records in CRM systems.
• Escalate complex issues to appropriate departments or supervisors.
• Follow up with customers to ensure satisfaction and issue resolution.
• Meet individual and team performance metrics for response time and quality.

Frequently asked questions