Job Description

 ⭐ Priority will be given to candidates based in Penang & Perak and candidates who are able to communicate in Mandarin, as this role involves providing support and training to Mandarin-speaking customers.

We are looking for a friendly, patient, and customer-oriented Customer Service Agent to join our team.

This is a customer-facing role where you will assist customers in using our business software solutions, understand and resolve their system-related problems, and provide guidance on system functions and operations.

You may also be required to conduct software training for customers, either online or in person. Don't worry if you are new to our software — training and guidance will be provided to help you build your system knowledge and confidence.

What You’ll Do

• Handle customer enquiries and system-related issues through phone calls, WhatsApp, online support, and other communication channels.
• Understand customers' problems and assist them in finding suitable solutions.
• Guide customers on how to use the software and its functions correctly.
• Provide basic troubleshooting and support for system-related issues.
• Follow up on customer support cases until the issue is properly resolved.
• Conduct software training and system demonstrations for customers when required.
• Explain system functions and processes to customers in a clear and easy-to-understand way.
• Assist customers with software setup, configuration, and basic system implementation.
• Escalate more complicated technical issues to the relevant team when necessary.
• Work closely with internal support and technical teams to resolve customer issues.
• Learn and understand customers' business processes to provide better system guidance.
• Maintain good communication and professional relationships with customers.
• Keep proper records of customer enquiries, support cases, and follow-up matters.

What We Offer

• Training & Career Development
• Performance Bonus
• Attendance Allowance
• Medical Claims
• Overtime Allowance / Replacement Leave
• Company Activities & Annual Dinner
• Company Trip
• Birthday Celebration
• Employee Referral Rewards
• Friendly & Supportive Working Environment

Job Requirements

• Candidates based in Penang & Perak will be given priority.
• Mandarin-speaking candidates will be given priority, as the role involves supporting and training Mandarin-speaking customers.
• Candidate must possess at least a Diploma or Bachelor's Degree in IT, Computer Science, Business Information Systems, Accounting, Business Administration, or other related fields.
• Fresh graduates are encouraged to apply.
• Good communication and interpersonal skills.
• Comfortable communicating with customers and explaining information clearly.
• Friendly, patient, and customer-oriented.
• Willing to learn new software, system functions, and business processes.
• Basic computer knowledge and comfortable working with software applications.
• Basic knowledge of accounting, business processes, or software systems will be an added advantage.
• Able to understand customer problems and assist in finding suitable solutions.
• Comfortable conducting customer training or presentations after proper training and guidance.
• Responsible and able to follow up on customer issues until completion.
• Able to work independently with guidance and work well as part of a team.
• Positive attitude, willing to learn, and able to adapt to different customer situations.
• Able to communicate in English and Bahasa Malaysia.
• Previous customer service or system support experience will be an added advantage, but not compulsory.
• Training will be provided.

Skills