Customer Support Consultant

Key Responsibilities

• Deliver excellent customer support via phone, email, live chat and social media.
• Investigate and resolve customer issues within established service levels.
• Accurately document all customer interactions in the CRM system.
• Escalate complex cases appropriately while maintaining ownership until resolution.
• Educate Members on BonusLink products, services and digital self-service options.
• Identify trends, opportunities to improve customer experience and internal processes and recommend improvements.
• Maintain strong knowledge of BonusLink products, campaigns and partner offerings.
• Maintain customer data confidentiality and compliance
• Meet individual and team KPIs, including quality, productivity, customer satisfaction and service level targets.
• Work collaboratively with internal stakeholders to ensure timely resolution of Member enquiries.

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Requirements

• SPM, STPM, Diploma or Degree in any discipline.
• Fresh graduates are encouraged to apply.
• Customer service or contact centre experience is an advantage.
• Excellent verbal and written communication skills in English and Bahasa Malaysia. Additional languages are a plus.
• Strong listening, empathy and problem-solving skills.
• Comfortable handling multiple customer interactions across different communication channels.
• Able to work in a fast-paced environment while maintaining accuracy and professionalism.
• Proficient in Google Services, Microsoft Office and comfortable learning new customer service systems.
• Positive attitude with a passion for delivering exceptional customer experiences.
• Team player with a continuous improvement mindset.

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Preferred Attributes

We'd love to meet someone who is:

• Customer-obsessed
• Calm under pressure
• Curious and eager to learn
• Detail-oriented
• Adaptable to change
• Digitally savvy
• Proactive in solving problems
• Passionate about creating memorable customer experiences

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What We Offer

• Competitive salary with annual performance review
• Performance incentive programme
• Medical and insurance coverage
• Employee rewards and recognition programmes
• Learning and career development opportunities
• Friendly and collaborative work environment
• Exposure to one of Malaysia's leading loyalty programmes
• Opportunity to work with well-known retail, fuel and lifestyle partners
• Well connected to public transportation (Glenmarie LRT Station)