Description

L1 Customer Service Agent

Location: Mercu 2, Kuala Lumpur (Work From Office)

Working Schedule: 5 working days per week (including weekend shifts)

Shift Type: Rotational shifts (AM / PM / GY)

AM : 7:00 AM – 4:00 PM
PM : 2:00 PM – 11:00 PM
GY : 10:00 PM – 7:00 AM

Contract Duration: 12 months

Job Overview

We are looking for a Customer Service Agent to support customers through multiple communication channels while ensuring high-quality service and accurate issue resolution. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.

Key Responsibilities

Handle customer inquiries via live chat, inbound/outbound calls, and email
Assist customers with product information, account guidance, and transaction status checks
Follow SOPs and scripts when handling customer cases
Identify and escalate complex cases such as disputes, fraud-related concerns, account restrictions, and verification issues
Ensure proper ticket logging, categorization, and documentation before escalation to L2/L3 teams
Meet productivity targets such as SLA and AHT
Maintain compliance with data privacy and company policies

Requirements

1–2 years of experience in Customer Service or BPO is preferred
Good communication skills in English & Bahasa Malaysia
Comfortable handling chats, calls, and emails
Able to follow structured SOPs strictly
Flexible to work rotational shifts, including nights, weekends, and public holidays
Willing to support ad-hoc shift changes based on business needs

Salary & Benefits

Basic Salary: RM2,500
KPI Incentive: RM2,550
Fixed Allowance: RM100

Remarks : KPI based on

Replying within SLA timing
Handling cases efficiently
Managing Average Handling Time (AHT)

Pay: RM2,500.00 - RM5,150.00 per month

Application Question(s)

When can you start working?
Do you have experience as customer service in handling calls, chats, and emails?
Are you aware of the salary package offered?

Work Location: In person