Total 147 Customer Service job vacancies in kuala lumpur

Eram Talent, a division of ERAM Group, is seeking a dedicated and experienced Technical Support Engineer to join our team. We are a leading talent acquisition consultancy with a global network, providing recruitment solutions to clients in various industries, including oil and gas, petroleum, infrastructure, energy, water, transportation, science and technology, and healthcare. As a Technical Support Engineer, you will play a crucial role in providing technical assistance and support to our clients in Saudi Arabia.

If selected, your job location would be onsite at Saudi Arabia.

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven work experience as a Technical Support Engineer or similar role
• Strong knowledge of computer systems, networks, and software applications
• Ability to diagnose and resolve technical issues
• Excellent communication and problem-solving skills
• Fluency in both English and Arabic is required
• Experience in providing technical support in Saudi Arabia is preferred
• Ability to work independently and in a team environment
• Willingness to travel to client sites as needed

Job Responsibilities:

• Conduct potential customer development, invite them to trial classes through outbound calls.
• Identify customers' purchasing needs, screen highly interested customers, and connect them with sales consultants.
• Follow up with potential customers to assist sales consultants in successfully completing transactions.
• Handle other tasks assigned by superiors.

Job Requirements:

• Associate degree or above, major unspecified.
• More than one year of work experience, experience in TMK (Tele-Marketing) in the education industry is preferred.
• Good communication and adaptability skills, proficient in using various office software.
• Positive work attitude, willing to take on challenges, with strong execution and stress resistance.
• Passion for sales work, strong ability to develop new customers, and customer-centric service awareness.

• Maintaining positive relationships with teams by establishing a good line of communication between the team Leads and the company

• Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently

• Develops strategies to promote team member adherence to company regulations and performance goals

• Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.

• Take ownership for team result and provide leadership in continuously monitor the volumes & highlight discrepancies and take actions  if needed to achieve the company' goals and service level

• Understand development need of your team members and able to identify performance gaps, in order to provide coaching support

• Be an effective change manager for business continuous improvement and supportive of improvement opportunities identified by others

• Act as a role model to ensure the proper and effective implementation of new and existing company policy & procedure

• Driving team engagement and create a safe and open environment where regular feedback is encouraged

• Understand & analyze reports, proactively make suggestions for improvement

• Assist with planning/organizing the proper coverage & align staffing

• Supervise the quality assurance process and related training of staff members to ensure quality customer service

• Participate in recruitment activities (screening, interviewing)

• Act as a backup of Operations Manager if needed

We are looking for a Customer Care Agent that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Job Responsibilities:

Handle calls and email enquiries.

Record all call information.

Provide proper advise to caller by explaining procedures & providing information.

Coordinate with working partners to assist caller when needed.

• Follow up promptly and / or escalate cases to supervisor.

Job Requirements:

Degree / Diploma / Cert / SPM holder with good command of English and Bahasa Malaysia. Mandarin and Tamil will be added advantage.

Previous experience in a customer support role (Inbound & Outbound call)

Strong phone and verbal communication skills along with active listening.

Customer focus and adaptability to different personality types.

Ability to multi-task, set priorities and manage time effectively.

Stakeholder Management:

• Liaise with internal stakeholders across different departments to gather project requirements and ensure alignment with customer experience objectives.

• Communicate project updates, milestones, and dependencies to stakeholders in a timely manner.

• Facilitate meetings, workshops, and presentations to engage stakeholders and gather feedback.

Data Analysis and Reporting:

• Collect, analyse, and interpret data related to customer experience metrics and project performance.

• Prepare regular reports s to monitor key performance indicators (KPIs) and track progress towards customer experience goals.

• Identify trends, insights, and areas for improvement based on data analysis.

Project Management: 

• Define project scope, objectives, and deliverables.

• Coordinate project schedules, timelines, and resource allocation.

• Build project roadmaps to ensure timely and quality deliverables of project launches through the identification of project risks and dependencies and create conversations to disable them

Process Improvement:

• Collaborate with cross-functional teams and local countries to identify opportunities for process optimization and efficiency gains.

• Assist in the development and implementation of best practices, standards, and tools to support project management and customer experience initiatives.

• Participate in continuous improvement initiatives to enhance the effectiveness of project management practices.

Job Responsibilities:

• Experience in handling basic technical / troubleshooting on home fiber related calls
• Provide tech support for customers for their account.
• Verified users, addressed, resolved and documented issues with customers
• Identify and maximize upselling and cross selling sales opportunities.

Job Requirement:

• Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in All Business Field
• Preferably at least 1 year of related working experience.
• Fresh graduates are welcome!
• Required language(s): English, Malay, Mandarin (an advantage).

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 looking for a Customer Care Agent that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Job Responsibilities:

Handle calls and email enquiries.

Record all call information.

Provide proper advise to caller by explaining procedures & providing information.

Coordinate with working partners to assist caller when needed.

• Follow up promptly and / or escalate cases to supervisor.

Job Requirements:

Degree / Diploma / Cert / SPM holder with good command of English and Bahasa Malaysia. Mandarin and Tamil will be added advantage.

Previous experience in a customer support role (Inbound & Outbound call)

Strong phone and verbal communication skills along with active listening.

Customer focus and adaptability to different personality types.

Ability to multi-task, set priorities and manage time effectively.

As a Team Leader, you are responsible for ensuring consistency of approach & process across all Customer Support teams.

What you will do:

• Provide strong leadership and guidance to the team
• Motivate, coach, inspire and develop everyone within the team
• Ensure that support cases are prioritised in line with agreed parameters
• Take ownership of customer escalations on a regular basis, striving for timely resolution and performing root cause analysis where required
• Manage the performance and development of everyone within the team. This incorporates 1:1 reviews, supporting personal development plans, ongoing coaching and conducting 6 monthly and annual performance development reviews
• Proactively manage and plan the resolution of all outstanding customer support cases within your area of remit. This includes driving resolution %, whilst also effectively managing aged support cases, with up to date plans to resolve all outstanding cases.
• Effectively plan and review resource availability of the team to ensure adequate resources are available to meet forecast demand. To reassess plans on an ongoing basis and make any necessary adjustments to shrinkage.
• Work with support manager to ensure through induction procedures for new starters.
• As part of the leadership tea, you will be responsible for driving improvements and creating enthusiasm regarding change.
• Foster an environment of continuous improvement and development, measuring success.
• You will need to drive the achievement of SLA’s and KPI’s, including measuring, monitoring, managing, and communicating. You will set SMART objectives to support any key areas of focus.
• To comply with the company’s information and security requirements and all the company’s business procedures, policies, and ISO/BS standards.
• You will serve in a dual capacity as both a Team Leader and an Application Support Consultant, with equal allocation of responsibilities (50:50).

Key Responsibilities:

• Ensure that all documents comply with company policies, legal requirements, and industry regulations.
• Identify any discrepancies or irregularities and take appropriate action to address them.
• Collaborate with internal teams, to resolve issues related to document verification and compliance.
• Communicate effectively with external stakeholders to clarify requirements or request additional information as needed.
• Maintain accurate records of refund and reimbursement transactions, including detailed documentation of approvals, payments, and communication with stakeholders.
• Generate reports on refund and reimbursement activity for management review and audit purposes.
• Communicate with users regarding refund status, providing clear explanations and assistance as needed.
• Process refunds accurately and efficiently through backend systems and maintaining proper documentation.
• Gather feedback from users regarding their experience with our applications and services, capturing both technical issues and general feedback.
• Provide clear and concise instructions to users via email to guide them through issue resolution steps or escalate issues as necessary.
• Address user inquiries and concerns related to application difficulties, and functionality errors.
• Ensure all communications adhere to company standards and guidelines, maintaining a positive and helpful tone in all interactions.
• Document user feedback and suggestions, categorize them for analysis, and escalate critical issues or trends to relevant teams for further review.
• Manage workload effectively to meet response time targets and service level agreements for email communications.
• To take on ad-hoc projects/assignments

Job Requirements

• Hold a Diploma/Advanced Diploma, Bachelor's Degree, or equivalent qualification in any field.
• Preferably possess backend support working experience, with a minimum of 1 year in a related role.
• Open to both fresh graduates and experienced applicants; entry-level discussions are possible based on previous experience.
• Previous experience in backend support, customer service, or related roles is highly preferred.
• Proficiency in English and Malay, both spoken and written; Mandarin proficiency is an added advantage.
• Demonstrate a strong attention to detail and accuracy in processing documents and data.
• Possess excellent communication and interpersonal skills.
• Ability to work both independently and collaboratively within a fast-paced environment.
• Proficient in Microsoft Office Suite and other relevant software applications.
• Familiarity with Singapore regulations pertaining to driver qualifications and vehicle requirements is considered advantageous.

As the Service Operations Lead at Intellect, you will play a pivotal role in shaping the patient experience, ensuring service excellence, and optimising operational performance. Within your scope, you will also oversee the customer support team, ensuring timely and effective assistance to patients and stakeholders, and the care navigation team, ensuring patients receive seamless support in navigating their mental health journey. Additionally, you will lead initiatives to enhance service quality, efficiency, and effectiveness across the organisation, driving a culture of continuous improvement and excellence.

We are seeking a dynamic and passionate individual with a strong background in patient experience, service excellence, and healthcare operations. The ideal candidate will have a proven track record of leadership in a patient-centred care environment, demonstrating exceptional communication, collaboration, and problem-solving skills. They should be dedicated to delivering compassionate care, driving innovation, and fostering a culture of excellence within the organisation. If you are a strategic thinker, results-oriented leader, and advocate for exceptional patient care, we invite you to join our team and make a meaningful impact in the field of mental health.

• Develop and implement strategies to enhance the overall patient experience
• Lead initiatives to gather patient feedback, analyse insights, and drive continuous improvement in service delivery
• Oversee the customer support team, ensuring timely and effective assistance to patients and stakeholders, addressing inquiries, resolving issues, and promoting service excellence
• Manage the care navigation team, ensuring patients receive seamless support in navigating their mental health journey, accessing appropriate services, and coordinating care
• Develop and maintain standards for patient communication, education, and engagement to promote positive outcomes and wellness
• Collaborate with clinical teams to ensure seamless patient journeys, from initial consultation to ongoing support and follow-up care
• Support initiatives to enhance service quality, efficiency, and effectiveness across all aspects of the organisation
• Monitor key performance indicators related to patient satisfaction, service quality, operational efficiency, and patient outcomes, and develop action plans to address areas for improvement
• Lead training and development programs for staff members to enhance their skills in patient-centred care, empathy, service excellence, and continuous improvement
• Stay informed about industry trends, best practices, and emerging technologies to drive innovation and maintain a competitive edge in service delivery
• Foster a culture of service excellence, patient-centred care, and continuous improvement across the organisation
• Make outbound calls to customers to check on their experience, ensure their satisfaction, and identify areas for improvement
• Receive and resolve more complicated and cases that are escalated from frontline customer service agents
• Develop and implement process improvements to increase efficiency and effectiveness of customer service operations
• Work with cross-functional teams to identify and implement solutions to improve the customer experience

• Bachelor's degree in healthcare management, psychology, business administration, or related field
• Proven experience in a patient experience, customer service, or operations leadership role, preferably in the healthcare or mental health industry
• Strong understanding of patient-centred care principles, service excellence, and best practices in healthcare service delivery
• Excellent communication, interpersonal, collaboration, and leadership skills
• Ability to analyse data, identify trends, and make data-driven decisions to improve patient outcomes and operational performance
• Knowledge of quality improvement methodologies such as Six Sigma or Lean is a plus
• Passion for mental health advocacy and a commitment to delivering compassionate care and service excellence
• Open to candidates in Malaysia and Philippines

• Work in a diverse environment with people from over 10 countries
• A generous leave policy
• Work flexibility
• Medical coverage
• Annual Wage Supplement (Bonus)
• Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
• Birthday Leave (1 day)
• Holidays off
• Quarterly mental health day off
• Mental health benefits (Premium access to our app!)
• Work-life balance and employee wellness
• Regular social events where we have non work-related fun

Summary of the Position

As a Content Processing Specialist, your role is to help protect brands from harmful content on various social media platforms and promote a positive community for the brands by issuing responses and removing negative brand sentiments. You will be trained and have experience in analyzing information, conducting content moderation and ensuring a safe experience for all businesses and individuals around the world. 

Here’s What You Will Do:

• Responding to potential customers customer via chat, email, or direct messages by using template responses and adjusting them accordingly.
• Use our online platform to monitor and engage with content seen all across social media platforms
• Work with various brands from different industries to detect, review and monitor all kinds of content 
• Rapidly identify any online communication, whether it’s a plain text or a meme, and stay up to date with the latest social media trends/lingo
• Understand brand policies and guidelines, in order to effectively analyze information and be able to make the correct decisions in moderating each content in a timely manner
• Closely work with clients to ensure the safety of their online community, and that the policies and guidelines are being followed accordingly 
• Maintain constant communication with your manager to resolve any issues or questions

• Act as the POC for all things Owner Quality and Cx for site level support on execution of the Program requirements
• Manage the Cx Agent (CxA) and make sure that the CxA deliverables are completed on time and correctly
• Manage the QA team
• Manage the coordination of the transition from L1-3 to L4-5, advising the GC on the equipment delivery sequence to meet the requirements
• Monitor the Cx progress and achievement (tag completion), monitor the Cx escalation process is followed, advise on the state of readiness for the key project milestones
• Identify and escalate any deviation from the program standards
• Identify and escalate any risk to the project
• Provide accurate Cx performance reporting at the project and program level
• Monitor the delivery of the specific Cx execution plan for the project
• Review GC/CxA Cx & QA plans
• Appropriately notify anticipated stakeholders of Cx activities and involve them in key decisions made during the Construction phase
• Attend OAC (Owner Architect Contractor) meetings
• Attend the daily Startup and daily/weekly Cx meetings with the GC and CxA to observe progress and decide upon direction for open issues
• Attend the weekly GC Quality Meeting
• As required, attend site MEP coordination meetings, pull planning meetings, first of kind (FOK) meetings, preparatory meetings, design review meetings and any other project coordinator level meetings
• Participate in Cx Issues Log review, direct the CM/GC and their subcontractors to resolve issues
• Reporting on QCx issues
• Align the GC with the expectations of what the requirements are for the Cx schedule updates
• Monitor the FAT/FWT matrix (to be updated by the GC), participate in FAT/FWT meetings and assist the CxA (as required) to give guidance on what should be FWT/IAWT based on the QCx program

• Supports team manager and performs management duties when the manager is absent or out of office
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill check
• Assists management with hiring processes and new team member training
• Answers team member questions, helps with team member problems and oversees team member work for quality and guideline compliance
• Communicates deadlines and goals to team members
• Develops strategies to promote team member adherence to company regulations and performance goals
• Conducts team meetings to update members on best practices and continuing expectations
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Ensures company brand materials and physical working spaces meet and exceed company presentation standards
• Provides quality guides to team performance and outcome required by the team that they are leading

Performance Management 

• Develop, Own, Improve & Maintain department KPIs while constantly finding ways to become more efficient and effective. 
• This includes working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department, and ensuring customer experience. 
• Be the owner of department systems, tools, SOPs, and overall customer experience.

WHAT YOU WILL OWN:
- 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.