Customer Service Agent

22 hours ago

Kuching, Sarawak, Malaysia SDEC - Sarawak Digital Economy Corporation Full time 20,000 - 40,000 per year

Customer Support & Inquiry Handling

  • Respond promptly to customer inquiries through inbound/outbound calls, chats, and emails.
  • Provide accurate information about products, services, installation, billing, and troubleshooting steps.
  • Guide customers on using digital platforms (e.g., MySDEC app, MySRBN subscription and Plug & Play setup).
  • Follow scripts, guidelines, and standard operating procedures (SOPs) to ensure consistent service.

Issue Resolution & Escalation

  • Identify customer problems and apply the appropriate solution or escalate to relevant departments (technical, installation, billing).
  • Track and document all customer interactions in the system (CRM or ticketing tools).
  • Follow up with customers to ensure satisfactory resolution and closure of issues.

Customer Retention & Experience

  • Promote a positive customer experience by demonstrating empathy, professionalism, and clear communication.
  • Assist in retaining customers by offering alternative solutions or promotional packages where applicable.
  • Gather and share customer feedback to support service improvement initiatives.
  • Meet individual and team KPIs, such as call handling time, first-call resolution, and customer satisfaction scores.
  • Participate in team briefings, training sessions, and coaching to enhance
  • performance and service quality.
  • Maintain a high level of product knowledge to address customer needs accurately

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