Job Description
Are you driven by a passion for helping others and inspired by technology? At YTL Communications, we are searching for dedicated and enthusiastic individuals to join our award-winning Contact Centre team in Kuala Lumpur. As a key point of contact for our customers, you will play a vital role in maintaining our reputation for excellence in the Malaysian telecommunications industry.
In this role, you will be the first line of support for our diverse customer base. You will handle a variety of customer interactions, from billing queries and service activations to technical troubleshooting and account management. We pride ourselves on a supportive team culture where collaboration and knowledge sharing are paramount. Our comprehensive onboarding program ensures you have the skills and product knowledge needed to succeed. You will work in a state-of-the-art facility equipped with the latest tools and technologies to help you perform at your best.
We are not just looking for someone to fill a seat; we are looking for a future leader. High performers in our Contact Centre have clear pathways to senior roles in team leadership, quality assurance, and specialist support. We offer a competitive salary package, performance-based incentives, and a vibrant work environment that celebrates diversity and inclusion. If you are ready to embark on a fulfilling career with one of Malaysia's top employers, apply today and let your career journey with YTL Communications begin.
Responsibilities
- Handle inbound and outbound customer calls professionally and efficiently.
- Address customer inquiries regarding products, services, bills, and technical issues.
- Provide accurate information and resolve complaints in a timely manner.
- Upsell and cross-sell relevant telecommunication products and services.
- Document all customer interactions accurately in the CRM system.
- Escalate complex issues to the appropriate internal departments.
- Consistently meet or exceed key performance indicators (KPIs) such as average handling time and customer satisfaction scores.
- Stay updated on the latest company products, services, and policies.
Qualifications
- SPM/Diploma/Degree in any field (Fresh Graduates are encouraged to apply).
- Excellent command of spoken English and Bahasa Malaysia. Proficiency in Mandarin or other Chinese dialects is an added advantage.
- Strong active listening and communication skills.
- Customer service oriented with a positive attitude and high level of empathy.
- Ability to multitask, navigate multiple systems, and type accurately.
- Problem-solving skills and ability to think on your feet.
- Willingness to work in a rotating shift schedule (including weekends and public holidays).
- Previous experience in a call centre or customer service role is a plus.