Customer Service Representative

Location: Menara IMC, Jalan Sultan Ismail, Kuala Lumpur
Employment Type: Full-Time
Salary Range: RM3,400 – RM5,000 per month
Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (Weekends Off)
Languages Required: Proficient in Mandarin and English (spoken and written)

Company Overview
We are a professional customer service organization based in Kuala Lumpur, dedicated to delivering exceptional support experiences for clients across various sectors. Our team is built on integrity, excellence, and collaboration, and we offer a structured environment where individuals can grow professionally.

Key Responsibilities

• Handle complex, sensitive, and escalated customer inquiries across phone, email, and chat channels in a professional and solution-oriented manner, ensuring accurate and timely resolution.

• Provide clear, accurate, and detailed information regarding products, services, systems, and account-related matters while maintaining a high level of customer satisfaction.

• Conduct proper investigation of cases by reviewing system data, history, and previous interactions to identify root causes and prevent repeat issues.

• Act as the first point of escalation for Level 1 agents, providing guidance, technical support, and decision-making assistance on complex cases.

• Support, coach, and guide Level 1 agents through case reviews, real-time assistance, and daily operational support to improve service quality and confidence.

• Escalate unresolved or high-risk issues to the appropriate departments in accordance with company procedures and ensure proper follow-up until closure.

• Monitor and support individual and team performance, including resolution time, customer satisfaction (CSAT), quality standards, and productivity targets.

• Ensure adherence to company policies, compliance requirements, and service quality standards in all customer interactions.

• Collaborate closely with colleagues and cross-functional teams to ensure smooth customer support operations and continuous improvement.

• Maintain up-to-date knowledge of Xiaomi products, services, systems, and procedures, and participate in ongoing training and development activities.

  Requirements
  * Proficiency in Mandarin and English to effectively communicate with our diverse client base and stakeholders (verbal and written).

  * At least 1–2 years of experience in a team lead role, preferably in customer service.

  * Strong leadership, problem-solving, and crisis-handling abilities.

  * Good interpersonal skills with a team-first mindset.

  * Able to work independently and make quick decisions in urgent situations