Customer Service Officer

About the role

We are seeking a dedicated and customer-focused Customer Service Officer to join the team at KUMPULAN BTC BERHAD. This is a full-time position based in Kota Kinabalu, Sabah. In this role, you will be the front line of our customer interactions, providing exceptional service and support to our clients. You will play a vital role in maintaining our company's reputation and ensuring customer satisfaction through professional, courteous, and efficient service delivery.

Key responsibilities :

• Handle inbound and outbound customer enquiries via phone, email, and other communication channels with professionalism and courtesy
• Respond promptly to customer queries, complaints, and requests, providing accurate information and effective solutions
• Process customer transactions, orders, and requests accurately and efficiently whilst maintaining detailed records
• Investigate and resolve customer issues in a timely manner, escalating complex matters to supervisors when necessary
• Maintain a comprehensive understanding of company products and services to provide informed advice to customers
• Document all customer interactions and feedback in the company's systems to ensure continuity of service
• Build and maintain positive relationships with customers to ensure repeat business and customer loyalty
• Meet performance targets including call handling times, customer satisfaction ratings, and quality metrics
• Contribute to a positive team environment and support colleagues to deliver consistent service standards

What we're looking for :

• Proven experience in a customer service or customer-facing role, preferably in a call centre environment
• Excellent communication skills, both verbal and written, with the ability to articulate information clearly and professionally
• Strong problem-solving abilities with a customer-first mindset and genuine commitment to resolving issues
• Patience and empathy when dealing with customers, particularly in challenging situations
• Ability to multitask and manage time effectively in a fast-paced environment
• Proficiency in using computer systems, databases, and customer relationship management (CRM) software
• Attention to detail and accuracy in processing information and maintaining records
• Ability to work independently as well as collaboratively within a team setting
• Malaysian language proficiency (Bahasa Malaysia) is essential; English language skills are advantageous
• Flexibility to work shifts if required by the business

What we offer :

KUMPULAN BTC BERHAD is committed to providing a supportive and rewarding work environment for our employees. We offer competitive remuneration, comprehensive benefits packages, and opportunities for professional development and career advancement. Our organisation values employee wellbeing and maintains a collaborative workplace culture where your contribution is recognised and appreciated. We provide ongoing training and support to help you develop your skills and succeed in your role. We are an equal opportunities employer and welcome applications from all qualified candidates.

About us :

KUMPULAN BTC BERHAD is a dynamic and growing organisation with a strong presence in Malaysia. We are committed to delivering high-quality products and services to our customers whilst maintaining the highest standards of professionalism and integrity. Our company culture is built on values of excellence, teamwork, and customer-centricity. We believe in investing in our employees and fostering an environment where talent can thrive and contribute meaningfully to our organisational success.

Apply now :

If you believe you have the skills and experience required for this position and are enthusiastic about delivering excellent customer service, we would like to hear from you. Please submit your application including your CV and a cover letter highlighting your relevant experience and why you would be an ideal fit for KUMPULAN BTC BERHAD. We look forward to welcoming a dedicated professional to our team in Kota Kinabalu.