Agensi Pekerjaan Cornerstone Global Partners (Malaysia) Hiring! Full Time Call Centre Agent in WP Kuala Lumpur, Earn up to MYR 3,500 - Ricebowl

1–2 years in Customer Service / BPO

Strong communication skills (English + Bahasa Malaysia)

Comfortable handling chat, call, and email

Ability to follow structured SOPs strictly

Must be able to work flexible rotational shifts, including nights, weekends, and public holidays

Required to support ad-hoc shift changes based on business needs

Manage customer inquiries across multiple channels, including live chat, inbound/outbound calls, and email.

Resolve first-level (L1) queries efficiently, covering:

• General product and service information

• Basic transaction status updates

• Account-related guidance and FAQs

Adhere strictly to established SOPs, workflows, and communication scripts to ensure consistent service quality.

Identify and assess cases requiring escalation, such as:

• Disputes and chargebacks

• Account restrictions or potential fraud cases

• KYC and verification issues beyond L1 scope

• Complex complaints requiring further investigation

Escalate cases to L2/L3 support teams with complete, accurate, and well-documented information.

Ensure proper ticket logging, classification, and tracking within the system.

Achieve defined KPIs, including SLA, AHT, and overall productivity targets.