Customer Service Representative

Description

Position Details

• Position: Customer Service Representative
• Employment Type: Permanent Position
• Job Scope: Voice Calls, Live Chat & Email Support
• Shift: 24/7 Rotational Shift

Salary & Benefits

• Basic Salary: RM 5,000
• KPI Incentive: RM 300
• NSA Allowance: RM 300

Additional Benefits:

• Annual Leave
• AIA Insurance Coverage
• Salary Increment Opportunities

Key Responsibilities

• Provide real-time support to advertisers through live chat, email, and ticketing systems
• Handle inquiries related to campaign setup, ad performance, billing, targeting, and tracking issues
• Guide advertisers on campaign optimization and platform best practices
• Maintain accurate case documentation and resolution notes in CRM systems
• Meet service-level agreements (SLAs) for response time and customer satisfaction
• Communicate technical information clearly to customers with different technical backgrounds
• Identify recurring issues and collaborate with internal teams for process improvements
• Support global advertisers across different time zones in a rotational shift environment

Requirements & Qualifications

Bachelor’s Degree in Marketing, Business, IT, or related field

Minimum 2.5 years of customer support or technical support experience

Experience in Digital Advertising or BPO industry is preferred

Hands-on experience with Zendesk, Salesforce, Freshdesk, or similar ticketing systems

Strong understanding of digital advertising concepts such as CPC, CPM, targeting, and conversion tracking

• Excellent written and spoken English communication skills
• Strong analytical, problem-solving, and interpersonal skills
• Comfortable working in a fast-paced, high-volume, and shift-based environment

Candidates with experience in digital ads support and multilingual communication skills will have an added advantage.

Job Type: Full-time

Pay: RM5,300.00 - RM5,600.00 per month

Benefits

• Health insurance
• Opportunities for promotion
• Professional development

Language:

• Mandarin (Required)

Work Location: In person