Freshtel Internet Hiring! Work from Home Customer Service Executive in Federal Territory - Ricebowl

About Us

Freshtel Internet Sdn Bhd is a fast-growing Internet Service Provider (ISP) in Malaysia, delivering high-speed broadband solutions to residential and commercial customers. Since our establishment, we have expanded across Klang Valley and beyond, focusing on reliable connectivity, strong customer experience, and continuous network innovation.

Job Responsibilities:

a) Handling customer support calls, helpdesk ticketing, and following up on the complaints on customer’s lodged issues and ensuring that it is resolved and responded to promptly.

b) Identify errors/bugs and guide customers to troubleshooting and problem-solving.

c) Updating the resolution progress to the customer timely and accordingly.

d) Assist at the experience center in handling customer inquiries.

e) Maintain a high and consistent level of support quality across the team.

f) Possessing excellent company packages and service knowledge to enhance customer support.

g) Manage and track all leads to ensure follow-up and conversion.

h) Escalating unresolved customer complaints to the 2nd level or technical department.

i) Work closely with the processing team on renewal, upgrade and relocation applications, ensuring customers / agents submit all required documents.

j) Conducting quality assurance surveys with customers and providing feedback to the staff.

k) Compiling the customer support service-related performance information and preparing the report for the management.

l) Maintaining a pleasant working environment among the support team.

Job Requirements:

• Diploma/Degree in Business, Communications, or related field
• Fresh graduates or candidates with up to 1–3 years of customer service or support experience are encouraged to apply
• Good communication and interpersonal skills
• Ability to handle customer enquiries via phone, email, chat, and ticketing systems
• Basic problem-solving and troubleshooting ability
• Strong attention to detail and record accuracy
• Able to work in a fast-paced and team-oriented environment

Job Types: Full-time, Permanent

Work Location: Hybrid remote in Kuala Lumpur (Kuala Lumpur)