Total 168 Customer Service job vacancies in Kuala Lumpur

- Focuses, motivates, and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and Targets.
- Ensure that the team are handling day to day operational tasks in accordance with the established work processes and instructions.
- Assists management with hiring processes and new team member training.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Conducts team meetings to update members on best practices and continuing expectations.
- Delivers 1:1 conversation with Team members to address performance, work on the development and any other item.
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.

Performance Management 
- Responsible for all operational performance & cadences of BPO
- Be a point of escalation for all deviations from the standard operational framework, KPI, and SOPs.
- Develop, Own, Improve & Maintain BPO KPIs while constantly finding ways to drive efficiency at the BPO.
- Working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department, and improve the overall customer experience.
- Co-own department systems, tools, SOPs, and overall customer experience.

Strategic Management
- Analyze reports and data from Tableau or legacy systems and drive operational or drive improvements at a program level.
- Facilitate weekly and monthly review meetings with the BPO partners & work closely with multiple stakeholders at central operations.
- Take ownership of daily, weekly & monthly reporting regardless of whether the local team or at BPOs.
- Use data to make calculated decisions or support improvement initiatives or even resolve existing issues within the workflow or processes.

Relationship Management
- Lead and manage the overall performance of the BPO by monitoring KPI, producing development plans to improve BPO performance.
- To perform ad hoc monitoring either remotely or side by side to ensure that the BPO is handling day-to-day operational tasks as well as customer escalations in accordance with established work process and instructions.

Funding Societies | Modalku is the largest SME digital financing platform in Southeast Asia. We are licensed and registered in Singapore, Indonesia, Thailand, Malaysia, and operating in Vietnam, and backed by Sequoia India and Softbank Ventures Asia Corp amongst many others and provides business financing to small and medium-sized enterprises (SMEs), which is crowdfunded by individual and institutional investors.

And here at Funding Societies | Modalku we live by our core values:

• Grow Relentlessly: Strive to become our best, most authentic selves.
• Enable Teamwork, Disable Politics: Only by forging togetherness, we help each other succeed.
• Test Measure Act: Stay curious and reinvent ourselves, through innovation and experimentation.
• Focus on Impact: Create impact through bias for action and tangible results.
• Serve with Obsession: Build win-win relationships for the long-term by having a customer obsession.

What you will do:

• Oversee and assist to manage the Customer Experience team, ensuring efficient and effective daily operations.
• Supervise, guide and monitor the team in delivering a best in class customer experience via our omni-channel support.
• Act as a dependable resource, ready to provide support and fill in for team members on daily operations as required.
• Develop and implement customer engagement and process improvement strategies.
• Collaborate with cross-functional teams to execute strategic projects aimed at enhancing customer experience and achieving business objectives.
• Monitor performance metrics and provide regular reports and insights to manager.
• Demonstrating critical thinking, problem solving and a commitment that is in line with our mission and company values.
• Job function listed is not exhaustive and can include other responsibilities as assigned.

What we are looking for:

• Have at least 3 years of experience in Customer Experience or Customer Success role, preferable in the financial services or fintech industries.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire teams to achieve goals and experience in team’s management.
• Demonstrated ability to execute strategic projects and drive results.
• Detail-oriented with strong analytical and problem-solving abilities.
• Familiarity with CRM systems and customer engagement tools is an advantage.
• Prior experience in customer onboarding and AML will be an advantage.
• Self-motivated and capable of working independently as well as collaboratively in a fast-paced environment.
• Adaptable and flexible, with the ability to thrive in a dynamic and evolving organization.

What it is in for you:

• Dynamic and lean team
• Opportunities for learning and growth
• Quarterly team outing & hangout

• Time off - We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
• Flexible Working - We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
• Medical Benefits - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their back for their loved ones too.
• Mental Health and Wellness - We understand that our team productivity is directly linked to our mental and physical health. Hence we have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit!
• Learning & Development - We believe learning should never end and we support everyone with curated learning programs on our internal learning platform.
• Tech Support - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity

Key Responsibilities:

• Performing risk assessments and evaluation of company's exposure to the market
• Preparing various trade reports and data analysis
• Preparing daily client account analysis
• Monitoring pricing connectivity
• Monitoring client trade flow and execution 6. Liaise with various departments on all aspects of client trading

• Bachelor's Degree or above in Computer Science/Information, Technology, Finance, Accountancy, Banking or equivalent
• At least 6 months of working experience with MT4 Administrator
• If no MT4 Administrator experience, at least 3 year of working experience with MT4
• Fluency in Mandarin and English
• Proficient in Microsoft Office/ Excel
• Good in analytical, numerical, statistic, finance, IT
• Eager to learn and passion in Risk Management or Trading
• Able to work as Shift base Day/Night/Overnight shift/Weekend

• Medical Benefit
• Optical Benefit 
• Gym/Fitness Subsidy
• Travel Allowance
• Meal Allowance
• Staff Referral Bonus Program
• Work From Anywhere Policy (T&C applies)
• Hybrid Working (4-days office + 1-day Work From Home)
• Long Service Reward (with Cash Incentives in USD)

• Must have: As400- Silverlake / l2 support (minimum), to work in shifts as400,RPG, unix/linux, oracle or sql / shell scripting. Core banking or card (Credit card / debit card) exp
• Bachelor’s degree of Computer Science or Engineering
• Minimum 5 years of experience working in IT industry with relevant experience in technology solution or support service delivery in the banking/financial industry
• Sound Understanding of ITIL, SDLC
• Good and assertive communicator in speaking & writing
• Good analytic and problem-solving skills
• Able to work in a fast-paced, team-oriented environment and weekends or off business hours
• Experience in L2 or L3 production support
• Business knowledge background of either Core Banking or Cards
• Technology knowledge background of AS400 - Silverlake (core banking or cards module)
• Willing to work on Shifts

Good to Have:

• Knowledge on enterprise tools, i.e. MQ, Connect Direct, Control M etc
• Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc   

• Good problem solving, analytical, synthesis, system thinking and solutioning skills
• Ability to identify, monitor and manage project risks, issues and dependencies, and agree appropriate solutions with sponsors and key stakeholders
• Strong influencing skills to achieve alignment up and down the organization
• Experience in implementing large-scale, highly available applications or other large project implementation
• Proven result-oriented person with a focus on delivery
• Good understanding and experience in software development cycle
• Must Have : Shell Scripting (ksh, perl, etc),SQL
• Technical support relates to the maintenance of the app, software and other organization's technological systems. 

Job Description:

• Proactively reach out to existing clients via phone to understand their needs and concerns.
• Build and maintain strong, positive relationships with clients by providing exceptional service and support.
• Guide clients on effectively using our job posting platform to maximize their recruitment efforts.
• Offer assistance, troubleshoot issues, and provide solutions to client inquiries and concerns.
• Maintain accurate and up-to-date records of client interactions, feedback, and resolutions.
• Generate regular reports summarizing client engagement, feedback, and retention rates.
• Cross functional backups when necessary

Working Hours:

The working schedule for this role is Monday to Friday, with the exception of Singapore public holidays. The operational hours are from 9:00 am to 6:00 pm.

Note: The working hours is subject to change based on business needs

Job Requirement:

• Candidate should possess SPM, Diploma / Advanced Diploma, bachelor’s degree, or equivalent in any field
• Preferably at least 1 years of doing outbound calls/Telesales
• Able to communicate in Mandarin language
• Excellent communication and interpersonal skills.
• Able to work independently in a fast-paced environment
• Strong persuasive and negotiation skills to engage potential leads effectively.
• Goal-oriented with a proven track record of meeting or exceeding targets.
• Familiarity with CRM software and basic computer skills.
• Positive and resilient attitude towards handling rejection and objections.
• Good team player, positive attitude, and eager to learn
• Fast learner and able to adapt to changes
• Ability to multi-task, prioritize and manage time effectively
• Demonstrate teamwork all the time
• Willing to work under pressure
• Excellent customer service skills, including but not limited to, active listening, empathizing, problem-solving, organized, detail-oriented, follow through, and excellent verbal and written communication skills.

We are seeking a full-time Customer Service Officer based in Malaysia who will be the heart and soul of PRISM+ to our customers. Being in a high-growth electronics company, we are looking for a candidate who can show experience in managing different customer expectations while providing a WOW outcome to them.

This passionate experienced individual will help us drive up customer satisfaction by going far beyond, delivering the best possible value and service to our customers. The Customer Service Officer will report directly to the Customer Service Manager.

• Provide timely, accurate, and quality responses to customers via various contact points: email, live chats, phone lines, and social media channels.
• Assist customers in troubleshooting hardware and software issues for TVs / Monitors.
• Provide immediate attention to serious cases and escalate for swift resolution with your manager (if required).
• Provide WOW solutions for our customers. Elevating PRISM+ to have the best customer service experience among our competitors.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, whenever possible.
• Maintaining a polite, helpful, and professional manner.
• Obtaining and sharing customer feedback with colleagues and other departments to improve product and service.
• Be passionate about the products you deal in and be at the forefront of all the latest technology/specifications.
• Coach new customer service officer to uphold the same high level of excellence of customer experience provided by PRISM+.
• Uphold client confidentiality policy.

• At least 1 – 3 years of relevant work experience in customer service/customer experience would be an advantage.
• Diploma/Degree holder or equivalent.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Ability to multitask, organize and prioritize work.
• Prior experience using Zendesk or any other Customer Service Management system would be an advantage.
• Experience in the consumer electronics/gaming hardware industry would be an advantage.
• Candidates must be willing to handle Australian & Philippines markets 2-3 days a week.
• Candidates must be willing to work permanent night shifts, weekends, and public holidays. (5-days work with rotational off-days)
• Candidates must be comfortable commuting to the office at Bukit Jalil, Kuala Lumpur.
• Do ensure that you have all the following:
• Stable internet connection
• Personal computer or laptop
• Headset or earphones

• 14 Days Annual Leave

• 1 Day Birthday Leave

• Annual outpatient benefit (Includes dental and optical benefits)

• Annual increment

• Performance bonus

• Free flow snacks and drinks!

Job Purpose

• Administer, maintain and support MFM Group of Companies Servers, IT related computer hardware & software, network infrastructure & its connectivity to ensure smooth operation.

Job Accountabilities

• Ensure efficiency in PC software, hardware support and high availability of network infrastructure for WAN (broadband) and LAN, wired and wireless communication within the Group of Companies.
• Proactively monitor, identify and resolve technical problems, network infrastructure, configure and administer IT related hardware/software problems to meet users’ expectations within a stipulated time.
• Maintain all IT related inventory and software licensing control.
• Generate / maintain appropriate technical documentation, system manuals, workflow processes, procedures and guidelines.
• Evaluate and recommend IT related hardware and software solution.
• Supervise and work with vendors to ensure projects/tasks are implemented as per specification and on time.
• Ability to integrate various hardware platforms, whenever necessary in different topology.
• Assist in every related area of network infrastructure and IT related hardware/software whenever required to ensure the continuous smooth running of the operation.

Aethir, a leading technology company specializing in distributed cloud infrastructure for gaming and AI industries, is currently seeking a talented and experienced Network Operations Centre (NOC) Operations Manager to join our team. As a NOC Operations Manager at Aethir, you will be responsible for overseeing the day-to-day operations of the Network Operations Centre, ensuring the smooth operation and maintenance of our network infrastructure.

Your primary responsibilities will include monitoring network performance, managing incidents, coordinating with internal teams and external vendors, and leading a team of network engineers and technicians. You will work closely with cross-functional teams to ensure the highest level of availability, reliability, and security for our clients' network infrastructure.

Responsibilities

• Responsible for building and managing the NOC team.
• Sets operational goals and ensures they are met.
• Ensures the NOC meets its performance targets and service level agreements.
• More involved in strategic planning and coordination of the NOC's activities.
• Collaborates with other departments to improve overall network operations.
• Handles team management, goal setting, and performance monitoring.

• Bachelor's degree or higher in computer science, engineering, or a related field.
• At least 5 years of experience in managing a Network Operations Centre or a similar role.
• Strong knowledge of networking protocols, technologies, and tools.
• Experience with network monitoring and management systems.
• Excellent problem-solving and troubleshooting skills.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure in a fast-paced environment.
• Relevant certifications, such as CCNA or CCNP, are a plus.

• Flexible work arrangements
• Generous paid time off
• Flexible working hours
• Training and development opportunities
• Amazing career opportunities in a growing global startup

As Implementation Consultant for our hotel PMS solutions, you'll improve the adoption and usage of the company’s product services and maintain revenue growth targets by providing excellent customer care and maintaining healthy relationships with our current and future customers in an environment where every staff member is passionate about going the extra mile.

·         Take care of the overall installation and updates of hotel Property Management

           Systems (PMS)

·         Install and configure PMS interfaces for third party vendors

·         Troubleshooting PMS network related issues

·         Installation of PMS backup solutions

·         Perform health checks on PMS systems

·         Provide detailed reports and create documentation on new installation processes

·         Provide suggestions or make modifications to existing documentation to improve

          quality installations

·         Provide high quality customer care while performing installation services and support

          of customers’ systems

Tune Protect strives to be the go-to insuretech for millennials and Gen Z. We are listed on the main market of Bursa Malaysia since 2013 where our main business is insurance, reinsurance and going forward - insurance technology solutions! We are simplifying consumer's experience with different products and technology that complement consumer's lifestyle needs!  

There’s a lot of things happening at Tune Protect and we are looking for creative, agile, independent and fast paced - all rounder hustlers to join us on this challenging, yet amazing journey. If you’re experimental and aren’t afraid to make mistakes, welcome! 

Here, you will formulate creative solutions for our customers, juggle numerous items in making them simple, own and drive initiatives, and collaborate with super fun and hard-working group of people who are utterly passionate about their mission. 

The Core Job:

• Provide top-notch support to our customer service team through phone, email, and social media channels.
• Analyze customer feedback and data to identify ways to improve our products and services.
• Work with other teams to implement strategies that enhance the overall customer experience and satisfaction.
• Participate in training programs to sharpen your skills and knowledge.
• Be ready to tackle any additional tasks your superiors throw your way!

Education/ Requirements:

• Enrolled in a Diploma / Advanced Diploma, Bachelor's degree program in a relevant field such as business, marketing, or communications.

Extra Bonus Points:

• Stellar written and verbal communication skills in English, Bahasa Malaysia and Mandarin.
• A passion for working with others to deliver top-notch customer service
• Familiarity with social media platforms and Microsoft Office
• A positive attitude with a hunger for learning and growing in a fast-paced environment.

We look after our tribe really well! On top of insurance coverage for you and your family, we provide free flow of coffee, tea and biscuits, professional accreditation support and generous amount of e-learning courses and annual leaves! We practice hot desking and take social networking very seriously!

Tune Protect strives to be the go-to insurtech for millennials and Gen Z. We are listed on the main market of Bursa Malaysia since 2013 where our main business is insurance, reinsurance and going forward - insurance technology solutions! We are simplifying consumer's experience with different products and technology that complement consumer's lifestyle needs!  

There’s a lot of things happening at Tune Protect and we are looking for creative, agile, independent and fast paced - all rounder hustlers to join us on this challenging, yet amazing journey. If you’re experimental and aren’t afraid to make mistakes, welcome! 

Here, you will formulate creative solutions for our customers, juggle numerous items in making them simple, own and drive initiatives, and collaborate with super fun and hard-working group of people who are utterly passionate about their mission.  

• Supporting Head of Sales in preparing NB quotations for direct corporate clients and corporate agents, for acceptance of risks following the Limits of Authority (LOA). 
• Supporting the Head of Sales in retaining the business by preparing renewal quotations for acceptance by direct corporate clients and corporate agents. 
• Attending to policy servicing requests. 
• Attending to policy and claims inquiries/complaints. 
• Monitoring of Statement of Account and informing Head of Sales if outstanding premium collection is not on track.  
• Assisting in Corporate Agent PIAM registration. 
• Assisting the Head of Sales in monitoring agent training CPD hours and fulfilling PIAM CPD requirements. 
• Involves in system User Acceptance Test (UAT) 

EDUCATION/EXPERIENCE : 

• Minimum Diploma Holder in any discipline  
• With PCE qualification would be an added advantage. 

EXTRA BONUS POINTS : 

• Working experience in insurance or financial services would be an advantage 
• With strong analytical and problem-solving abilities.  
• Able to deliver within tight deadlines. 
• Good communication skills, both written and verbal 
• Must be fluent in English and Bahasa Malaysia 
• Basic knowledge of MS Office 
• Must enjoy interacting and helping people. 
• Pro-active, self-starter, always challenging the status quo. 
• Willingness to learn and to flourish in a high-growth 

We look after our tribe really well! On top of insurance coverage for you and your family, we provide free flow of coffee, tea and biscuits, professional accreditation support and generous amount of e-learning courses and annual leaves! We practice hot desking and take social networking very seriously!   

Job Brief:

The Operation teams cover the end-to-end operational process, from when the buyer searches for a product listed on the platform to when the buyer receives the product. This position will be part of Customer Service, which handles inquiries from Singapore sellers and buyers via various channels (voice, email, online chats, case management, etc). The role reports directly to the Team Leader of Customer Service.

Job Responsibilities:

• Primarily act as the interface between buyer and seller via various contact channels, email, online chats, case management, etc.
• Setting realistic expectations, resolving fulfilment-related problems and providing support to the customer, ensuring a high level of satisfaction.
• Primarily handle inquiries via various channels & platforms about orders, payments, shipping, vouchers, etc. from both seller and buyer through native channels or Salesforce.
• Primarily handle escalations related to service recovery cases via emails.
• This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond to users via email and social media on a timely manner
• Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
• To meet Key Performance Indicators (KPI)
• To record case details in Customer Relationship Management (CRM)
• Communicate effectively by providing accurate information to the users, external partners and stake holders
• Provide an effective solution for customer disputes issue
• Assume additional responsibilities as assigned
• Communicate effectively with team members
• To take on ad-hoc projects/assignments
• Undertake any other duties as and when assigned by Management.

Job Requirements:

• Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in any field
• Preferably Executive specializing in Customer Service or equivalent
• Preferably at least 1 year of related working experience in a Contact Centre
• Experience in managing Live chats, emails
• Both fresh graduates and experienced applicants are welcome (we can discuss the entry-level based on your previous experience)
• Strong communication skills in email, face-to-face conversation and messenger discussion
• Good communication skills in English and Malay, both spoken and written. Mandarin is an added advantage
• Business writing skill is mandatory
• Good typing skill
• Strong logical thinking and problem-solving skills at all times
• Able to work independently in a fast-paced environment
• Good team player, positive attitude and eager to learn
• Fast learner and able to adapt to changes
• Ability to multi-task, prioritize and manage time effectively
• Demonstrate teamwork all the time
• Willing to work on (24/7) shift, 5 days weekly

Environmental Resources Management (ERM) is a leading global provider of environmental, health, safety, risk, and social consulting services.  ERM is committed to providing a service that is consistent, professional and of the highest quality to create value for our clients.

The business of “sustainability" reflects what we do to support our clients as they strive to attain their business goals. Sustainability and business are now inextricably linked and as an expert in sustainability, we play a role in helping companies achieve their objectives with an understanding of how this impacts wider society and the environment. All staff in ERM at all levels are passionate about the environment and delivering sustainable solutions for the world’s leading organisations and this leads to a great working environment that is both challenging and rewarding.

ERM is committed to providing a service that is consistent, professional and of the highest quality to create value for our clients. Over the past five years we have worked for more than 50 percent of the Global Fortune 500 delivering innovative solutions for business and selected government clients helping them understand and manage the sustainability challenges that the world is increasingly facing.

Our EMEA region is hiring a 1st line Support Technician to meet the demand of growth within the organisation.  They will provide support to our Global workforce encompassing 40 Countries with 160 offices and over 7,500 staff members covering the entire spectrum of consulting services offered by ERM.  This role is based in ERM’s KL office.

The culture at ERM is hardworking and very team-oriented.  Most of the projects undertaken by ERM consultants are deadline driven so the Service Desk queries need to be resolved within a tight timescale and therefore, the position requires someone who is good at prioritizing, multitasking, and passionate about providing service and support. Our aim is to respond and resolve queries with a high degree of customer service as quickly as possible.

The role coordinates fulfilment of requests to maintain high levels of satisfaction with IT services. Technicians are responsible for all activities to respond to Complexity 1 requests and incidents.
Providing a single point of contact and end-to-end responsibility to ensure submitted requests have been processed via ticketing system and via Phone calls.

Providing initial triage, resolve or determine which IT resources should be engaged to fulfil them. Escalating service requests in line with established service level targets ensuring tickets are appropriately logged.

This position will utilize IT Service Management (ITSM) best practices such as ITIL to ensure new and existing services offered by IT are thoroughly understood, and operating successfully towards OLA and SLA targets 

Main Duties:

• Provide support on all Complexity 1 requests via Ticketing System and Telephone
• Manage and maintain Request lifecycle through to resolution
• Provide outstanding customer service both written and verbal
• Provide support for both Incident and Service Requests
• Create and manage user accounts
• Imaging, personalisation and support of ERM’s estate of Endpoints
• Installing, updating and supporting ERM’s suite of applications
• Create solutions in Knowledge Database to aid with faster access to knowledge and resolutions
• Providing onsite and remote support to all functions and areas of the business
• Organise a prioritise ticket backlog and new incoming requests

Support and maintain all System Application Software and IT Operations to ensure timely delivery of support services and smooth running of the day-to-day operation.

Responsibilities: 

• Effectively deliver support for System Application Software and provide recommendations to improve the overall operations and enhance the applications in order to support current and meet new business requirements. 
• Maintain a proactive approach in attending to users’ requests and enquiries, identify and troubleshoot problems, provide advice and follow through in meeting user needs and expectations within a stipulated time to ensure smooth operation of all IT systems applications.
• Facilitate or coordinate project-related activities on the ground with the project team & the vendors.
• Prioritise and manage open issues hardware and software according to Service Level Agreement (SLA) or agreed turnaround time.
• Effective administer and manage all servers and networks, while ensure all backups and contingency processes are performed accordingly.
• Maintain a complete inventory for all IT related equipment, licenses and support contracts and update in a timely manner according to Standard Operating Procedure (SOP) and Policy.
• Implement and enforce system accessibility and user security according to SOP, completion timeline and good practices.
• Assist in every IT related area including intercompany initiatives as and when required to ensure the organisation objectives are met.
• Conduct in-house training to users to create awareness on applications and enhance usage of applications for continuous improvement.
• Perform any other tasks or assignments as directed by the management from time to time.