Elabram Systems Hiring! Full Time L1 Customer Service Agent in Federal Territory, Earn up to MYR 5,150 - Ricebowl

L1 Customer Service Agent

Location: Mercu 2, Kuala Lumpur (Work From Office)
Working Schedule: 5 working days per week (including weekend shifts)
Shift Type: Rotational shifts (AM / PM / GY)

• AM : 7:00 AM – 4:00 PM
• PM : 2:00 PM – 11:00 PM
• GY : 10:00 PM – 7:00 AM

Contract Duration: 12 months

Job Overview

We are looking for a Customer Service Agent to support customers through multiple communication channels while ensuring high-quality service and accurate issue resolution. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.

Key Responsibilities

• Handle customer inquiries via live chat, inbound/outbound calls, and email
• Assist customers with product information, account guidance, and transaction status checks
• Follow SOPs and scripts when handling customer cases
• Identify and escalate complex cases such as disputes, fraud-related concerns, account restrictions, and verification issues
• Ensure proper ticket logging, categorization, and documentation before escalation to L2/L3 teams
• Meet productivity targets such as SLA and AHT
• Maintain compliance with data privacy and company policies

Requirements

• 1–2 years of experience in Customer Service or BPO is preferred
• Good communication skills in English & Bahasa Malaysia
• Comfortable handling chats, calls, and emails
• Able to follow structured SOPs strictly
• Flexible to work rotational shifts, including nights, weekends, and public holidays
• Willing to support ad-hoc shift changes based on business needs

Salary & Benefits

• Basic Salary: RM2,500
• KPI Incentive: RM2,550
• Fixed Allowance: RM100

Remarks : KPI based on

• Replying within SLA timing
• Handling cases efficiently
• Managing Average Handling Time (AHT)

Pay: RM2,500.00 - RM5,150.00 per month

Application Question(s):

• When can you start working?
• Do you have experience as customer service in handling calls, chats, and emails?
• Are you aware of the salary package offered?

Work Location: In person