Customer Service Representative

2 weeks ago


Air Itam, Malaysia Softenger (Malaysia) Sdn Bhd Full time

Responsibilities
- Construct searches and reports designed for automated analysis and topic identification

in recorded conversations from a contact center environment.
- Make recommendations and define strategies that solve critical business problems,

through both established industry best practices and creative innovations.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with

specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Conduct evaluations to identify areas of improvement.
- Monitor, analyze & audit trainees’ performance and call out any unusual trends.
- Identify training needs by working with operations team and QA.

**Requirements**:

- Minimum 1 year of Quality Analyst experience.
- Fast learner who requires mínimal supervision.
- Language proficiency in MANDARIN and English is mandatory.
- Experience in preparing and presenting written project status reports and executive

briefings.
- Phenomenal communication, presentation, and public speaking skills.
- Organizational and time management abilities.
- Critical thinking, analytical and decision-making abilities.
- People management.Responsibilities
- Construct searches and reports designed for automated analysis and topic identification

in recorded conversations from a contact center environment.
- Make recommendations and define strategies that solve critical business problems,

through both established industry best practices and creative innovations.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with

specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Conduct evaluations to identify areas of improvement.
- Monitor, analyze & audit trainees’ performance and call out any unusual trends.
- Identify training needs by working with operations team and QA.

**Requirements**:

- Minimum 1 year of Quality Analyst experience.
- Fast learner who requires mínimal supervision.
- Language proficiency in MANDARIN and English is mandatory.
- Experience in preparing and presenting written project status reports and executive

briefings.
- Phenomenal communication, presentation, and public speaking skills.
- Organizational and time management abilities.
- Critical thinking, analytical and decision-making abilities.
- People management.HHL

**Job Types**: Full-time, Permanent

**Salary**: RM1,000.00 - RM3,000.00 per month

Schedule:

- Night shift

**Experience**:

- Mandarin speaker: 1 year (preferred)
- Customer service: 1 year (preferred)
- Team lead: 1 year (preferred)
- Quality analyst: 1 year (preferred)
- Csr: 1 year (preferred)

Ability to Commute:

- Penang Hill (required)

Ability to Relocate:

- Penang Hill: Relocate before starting work (required)



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