Customer Support Specialist

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Brandt Business Services Sdn Bhd Full time 24,000 - 60,000 per year
  • Work Location: Menara Permata Sapura, next to the KLCC Convention Centre on Jalan Pinang
  • Operations Hours: 8 AM to 8 PM, Monday to Sunday, including public holidays (7 working days).
  • Contract Duration: 12 months
  • Basic Salary Range (RM): RM2, RM2,500.00
  • Attendance Allowance: RM 200

Role Summary: The Customer Support Specialist is responsible for managing all inbound and outbound customer interactions across multiple channels, including phone, chat, email, and social media. This role ensures consistent, high-quality service, efficient management of high interaction volumes, and adherence to response and resolution times. The specialist will also support campaign management activities, including product promotions, service updates, and customer satisfaction surveys. Availability for customer support from 8 AM to 8 PM, Monday to Sunday, including Malaysia public holidays, is required.

Job Description:

  • Handle all inbound and outbound customer interactions across multiple channels, including phone, chat (WhatsApp, Line, etc.), email, and social media.
  • Ensure seamless and efficient communication with customers across all platforms.
  • Maintain consistency and high-quality service across all communication platforms.
  • Ensure that every customer interaction meets our quality standards.
  • Efficiently manage high volumes of customer interactions while maintaining quality and response times.
  • Ensure adequate staffing levels during peak hours and promotional periods to handle increased volumes.
  • Maintain a maximum response time of 30 seconds for phone calls and 2 minutes for chat and email.
  • Resolve 90% of customer inquiries, problems, or complaints within the first contact.
  • Implement a clear escalation process for complex issues, ensuring resolution within 24 hours.
  • Conduct follow-up calls or messages to ensure customer satisfaction post-resolution.
  • Assist with outbound calls for product promotions, service updates, and customer satisfaction surveys.
  • Identify and segment the target audience for each campaign.
  • Integrate campaign support with our Customer Satisfaction (CSAT) and Net Promoter Score (NPS) strategy.

Job Requirements:

  • Minimum education qualification SPM and above.
  • Minimum of 1 year of customer service experience in a contact center environment.
  • Fresh graduates with part-time experience.
  • Must be able to converse in English.
  • Strong interpersonal skills and the ability to build rapport with customers.
  • Proficient in Microsoft Office and experience working with CRM systems.
  • Ability to work flexible hours, including weekends (24/7).

For faster response, you may drop your resume via WhatsApp at Raajes).

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM2, RM2,500.00 per month

Benefits:

  • Additional leave
  • Opportunities for promotion
  • Professional development

Application Question(s):

  • Can you start on 1st December 2025 if you hired ?

Experience:

  • Customer service: 1 year (Preferred)

Language:

  • English (Required)

Work Location: In person

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