Job Title: Inbound Customer Service Specialist (Remote/Hybrid)
Location: Remote / Hybrid (Malaysia-based)
Employment Type: Full-time Contract
Industry: BPO – FMCG Client
Work Schedule: 5 days/week (excluding Malaysian national public holidays), 9 hours/day
Salary Package: up to MYR 2,600.00 per month

About the Role

We are looking for a dedicated and self-motivated Inbound Customer Service Specialist to support our global FMCG client. This role requires handling inbound calls, live chats, and emails from customers across different regions. As the primary point of contact, you will ensure timely, accurate, and professional customer support while coordinating with internal departments and stakeholders.

Key Responsibilities

Manage and respond to incoming customer queries via phone, live chat, and email.
Deliver exceptional customer service by resolving inquiries, complaints, and issues promptly.
Maintain accurate records of customer interactions in the CRM system.
Collaborate remotely with internal teams and client departments to resolve customer concerns.
Escalate unresolved issues to the appropriate channels while ensuring proper follow-up.
Ensure service level agreements (SLAs), KPIs, and quality standards are met consistently.
Stay updated on the client’s product offerings, promotions, and policies.
Work independently with minimal supervision while maintaining a high level of accountability.

Requirements

Minimum 1 year of experience in a customer service or contact center role, preferably in FMCG or a related industry.
Previous experience in a hybrid or fully remote work environment.
Strong command of English (written and verbal); additional regional languages are an advantage.
Tech-savvy with proficiency in customer support platforms, email, and live chat tools.
Owns a working laptop and maintains a stable internet connection throughout working hours.
Excellent communication, problem-solving, and multitasking skills.
Strong sense of responsibility and ability to work independently.
Flexible and adaptable to different time zones or regional customer requirements (if applicable).

What We Offer

Competitive salary and performance incentives
Opportunities to work with a renowned global FMCG brand
Supportive team and professional development opportunities
Work-life balance with Malaysian national public holidays observed

Join us and be a part of a dynamic team delivering top-tier customer service experiences globally.

Customer Connect Malaysia