Job Description
Are you a dynamic and customer-focused individual ready to make your mark in the bustling heart of Kuala Lumpur? ASK Resources is actively seeking motivated individuals to join our client's premier contact center team. This is a fantastic opportunity to build a rewarding career in a supportive, fast-paced environment. Benefit from excellent public transport connectivity (LRT, MRT, KTM) making your daily commute seamless and stress-free.
In this vital Customer Service Specialist role, you will be the voice of the company, managing a high volume of inbound calls with professionalism and empathy. You will provide accurate information, troubleshoot and resolve complex issues, and ensure every interaction leaves a lasting positive impression. This position is perfect for sharp, resilient individuals. Fresh graduates eager to launch their corporate journey are strongly encouraged to apply. Fluency in Mandarin is a highly valued asset, enabling you to connect effectively with our diverse customer base.
We are looking for someone who thrives in a target-driven environment and maintains high attention to detail. A proactive problem solver with excellent command of English, Bahasa Malaysia, and Mandarin is a must. You should be tech-savvy, comfortable navigating multiple systems while on calls, and possess a genuine desire to help people. Prior experience in a call center or customer-facing role is a plus, but a positive 'can do' attitude is paramount. If you have the resilience to handle challenging conversations and the dedication to follow through on resolutions, you will excel here.
Take the next step in your career with a team that invests in your growth. Apply for the Customer Service Specialist role today through ASK Resources – where talent meets opportunity!
Responsibilities
- Promptly answer and manage a high volume of inbound calls following established scripts and protocols.
- Accurately identify customer needs, troubleshoot issues, and provide effective solutions in a single call resolution framework.
- Document all customer interactions, transactions, comments, and complaints in the CRM system with strict attention to detail.
- Escalate complex inquiries to the appropriate department or team lead while maintaining ownership until resolution.
- Achieve and consistently exceed monthly KPIs, including Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and Quality Assurance (QA) standards.
- Participate in ongoing training sessions to stay updated on product knowledge, system updates, and soft skills.
- Collaborate with team members to foster a positive, high-energy working environment.
- Identify opportunities to upsell or cross-sell additional services when appropriate, following company guidelines.
Qualifications
- Fresh graduates are highly encouraged to apply. A Diploma or Degree in any discipline is required.
- Excellent proficiency in English and Bahasa Malaysia (both spoken and written) is mandatory.
- Fluency in Mandarin is a significant added advantage to support our Mandarin-speaking clientele.
- Previous experience in a call center, customer service, retail, or hospitality role is a plus.
- Strong active listening skills with the ability to de-escalate tense situations calmly and professionally.
- Excellent computer literacy, including familiarity with Microsoft Office/Google Suite and the ability to quickly learn proprietary CRM software.
- Must be willing to work in a rotating shift schedule, including weekends and public holidays.
- Possess a positive attitude, high level of energy, and a strong work ethic.