Call Center Specialist

2 days ago

Johor Bahru, Johor, Malaysia DayOne Full time 60,000 - 120,000 per year

Location:
DayOne, Nusajaya Tech Park, Johor

Department:
Customer Success Department

Employment Type:
6-Month Contract, opportunity to convert to permanent role

Work Schedule:
Rotational Shift-Based (24/7/365)

Company Overview:

DayOne is a data center pioneer that develops and operates next-gen digital infrastructure for industry leaders who demand reliable, cost-effective and quickly scalable solutions.

Our cutting-edge facilities empower hyperscalers and large enterprises to achieve rapid deployment and enhance connectivity, driving transformative engagement and innovation as we shape the future of industries. DayOne's data centers are located across key markets, including Singapore, Johor (Malaysia), Batam (Indonesia), Greater Bangkok, Hong Kong, Tokyo, and beyond.

Position Summary:

We are seeking an experienced and dynamic Call Center Specialist who is fluent in Mandarin and Cantonese (spoken, written, and reading). This role is critical to our front-line service excellence and requires a candidate with strong communication skills, a proactive mindset, and a background in high-volume customer support environments. The successful candidate will thrive in a fast-paced, 24/7/365 operational setup and be willing to work on weekends and public holidays.

Key Responsibilities

  • Handle multi-channel customer interactions (phone, chat, email) promptly and professionally.
  • Communicate clearly and effectively in Mandarin, Cantonese, and English.
  • Provide accurate information, resolve customer inquiries, and escalate issues when necessary.
  • Log customer interactions and follow up with appropriate departments as needed.
  • Uphold service level standards and KPIs related to response time, resolution, and customer satisfaction.
  • Maintain confidentiality and integrity in handling sensitive customer information.
  • Adapt quickly to updates in procedures, systems, and product offerings.
  • Work collaboratively within a shift team to ensure 24/7 coverage and seamless handovers.

Required Qualifications

  • Minimum 5 years' experience in a call center or contact center role.
  • Fluent in Mandarin and/or Cantonese (reading, writing, speaking) – mandatory.
  • Strong interpersonal skills and the ability to work under pressure in a high-paced environment.
  • Excellent problem-solving, time management, and decision-making skills.
  • Tech-literate with hands-on experience in customer service platforms and CRM tools.
  • Flexible to work rotational shifts, including overnight, weekends, and public holidays.

What We Offer

Competitive salary with allowances for meals and night shifts.

Opportunity for conversion to a permanent position based on performance.

On Job Training and onboarding provided.

A supportive, inclusive work culture committed to service excellence.

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