Job Title:  Support Agent

Job Summary:

A Support Agent is responsible for handling customer interactions via telephone, email, chat, or other communication channels. The role focuses on delivering excellent customer service, resolving inquiries, processing requests, and providing accurate information while maintaining a professional and empathetic approach.

Job Requirements:

• National Diploma or Higher National Diploma in any field.
• Experience in customer service is an advantage.
• Proficiency in English and Malay languages. Chinese Mandarin is an advantage.
• Strong communication skills (verbal and written).
• Active listening and problem-solving abilities.
• Customer Service skills (Customer-oriented attitude with patience and empathy)
• Basic computer literacy (CRM, MS Office, ticketing systems).
• Ability to work under pressure and manage time effectively.

Job Responsibilities:

• Answer inbound calls, emails, or chats in a professional and timely manner.
• Make outbound calls for follow-ups, surveys, collections, or sales.
• Act as the first point of contact, providing information, support, and guidance to customers.
• Handle customer inquiries, complaints, and service requests efficiently.
• Troubleshoot issues and provide first-level support or escalate to relevant teams.
• Ensure customer satisfaction through effective communication and resolution.
• Accurately log all interactions into the ticketing system.
• Adhere to call scripts, standard operating procedures (SOPs), and compliance requirements.
• Maintain records of customer interactions, feedback, and resolutions.
• Meet or exceed KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Service Level Agreements (SLAs).
• Adhere to quality standards, including call etiquette, compliance, and accuracy.
• Collaborate with colleagues and supervisors to improve processes.
• Participate in training, coaching, and feedback sessions to enhance skills.
• Share insights and recurring issues to help improve products, services, or processes.