Job Description
Are you passionate about delivering exceptional customer experiences? TDCX, a global leader in customer experience solutions, is seeking a dedicated Customer Service Specialist to join our dynamic team in Malaysia. As a key member of our customer support team, you will be the voice of our clients, ensuring every interaction leaves a lasting positive impression.
In this role, you will not only resolve inquiries but also proactively identify customer needs and deliver strategic solutions that drive satisfaction and loyalty. You will work in a fast-paced, supportive environment where your communication skills and problem-solving abilities will shine. TDCX offers comprehensive training, growth opportunities, and a culture that values innovation and teamwork.
If you are empathetic, resourceful, and eager to grow your career in customer service, we invite you to apply and become part of a company that empowers you to make a real difference for our clients and their customers.
Responsibilities
- Identify customer needs through active listening and probing questions to understand their concerns.
- Research and analyze existing issues to provide accurate, strategic solutions tailored to each customer’s situation.
- Handle inbound calls, emails, and chat inquiries with professionalism and empathy.
- Document all interactions in the CRM system, ensuring data accuracy and completeness.
- Escalate complex cases to relevant departments while maintaining ownership and follow-through.
- Meet or exceed performance metrics including customer satisfaction, resolution time, and quality assurance scores.
- Stay updated on product knowledge, company policies, and industry trends to deliver informed support.
Qualifications
- Diploma or degree in any field, or equivalent work experience.
- Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
- Strong problem-solving and critical thinking abilities.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Proficient in basic computer applications and ability to learn new software quickly.
- Previous customer service experience is preferred but not required – we provide comprehensive training.
- Empathetic, patient, and a positive attitude.
- Willingness to work flexible hours including weekends and public holidays if required.