Customer Support Specialist

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia SK intellix Malaysia Full time 60,000 - 80,000 per year

About The Role
We are seeking a highly motivated and customer-focused Customer Service Executive to join our AI dynamic team at SK Magic. This full-time role is based in our Kuala Lumpur office and will play a crucial part in delivering exceptional customer service to our valued clients.

Job Description
Troubleshoot Dynamo
: Be the troubleshooter who turns incoming alert via (CMS) hurdles into success stories. You'll proactively address issues to guarantee the alert messages being troubleshot immediately with customers and offering top-notch customer support.

Issue Resolver:
Responsible for coordinating and facilitating complaint investigations across teams, entities, and relevant departments to ensure resolutions are delivered within the designated (TAT). Act as the subject matter expert on the company's complaint handling policies and procedures, ensuring their applicability and alignment with day-to-day operational practices.

Adhoc Duries:
Carry out additional tasks related to the department's scope as assigned by the Team Leader or management. Ensure strict confidentiality of sensitive information, including company strategies and process improvement efforts, in compliance with data privacy and protection standards.

Sales Fraud Validation & Verification Team:
Responsible for validating new customer sales to ensure all submitted information is accurate and legitimate. Educate customers on product functionality and contract terms to ensure transparency. As fraud specialists, they are trained to detect misleading or manipulated information and promptly escalate suspicious cases to the appropriate authorities for further action.

Job Requirements

  • Diploma/Bachelor Degree in Computer Science, Engineering, Telecommunication or equivalent industry related experience, with minimum 1 year of working experience in Telecommunication or IT Industry.
  • Prior experience in product management—ideally within the contact center or telecommunications sector—is typically expected. Candidates should be able to show a proven track record of successfully overseeing and launching products or services from initial concept through to market delivery.
  • A strong grasp of contact center operations, technologies, and current industry trends is crucial. Hands-on experience with contact center software—such as CRM platforms, AI products systems - is highly advantageous.
  • Strong written and verbal communication skills are vital for engaging effectively with cross-functional teams, stakeholders, and customers. It's important to convey complex ideas clearly and concisely.
  • Equally important are the ability to learn quickly, manage tasks independently, and perform effectively with minimal supervision.
  • Able to multitask and work by handling multiple enquiries on daily basis with good teamwork minded + experts in escalation and follow up within TAT
  • Candidates who are fluent in both English & Malay are preferred. Candidates fluent in Mandarin preferred as the role requires candidates to deal with Mandarin speaking clients
  • Able to 10 hours work shift (9am to 7pm) during weekends.
  • Typing Speed: Minimum 40–60 words per minute (WPM) to respond promptly / with accuracy above 95%
  • Selected candidates will be on training and required to achieve atleast 95% score in the assessment
  • Selection will be based on the accuracy of assessment result and other performance requirements

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