全职 Customer Service Executive (L1 Support) 工作, 薪水 up to MYR 5,150, ELB Group Federal Territory 公司招聘中 - Ricebowl

We're Hiring: Customer Service - Agent (L1)

-Location: Mercu 2, Kuala Lumpur (Work in Office)

- Contract Duration: 12 Months (Renewable)

- Working Schedule

- 5-day work week (includes weekends)

- Flexible rotational shifts

Shift Schedule:

* Shift A: 6:30 AM – 4:00 PM

* Shift B: 9:30 AM – 7:00 PM

* Shift C: 3:30 PM – 1:00 AM

* Shift D: 12:30 AM – 10:00 AM

Job Responsibilities:

- Handle customer inquiries via live chat, inbound/outbound calls, and email.

- Resolve standard Level 1 (L1) queries regarding:

* General product information

* Basic transaction status checks

* Account guidance

* FAQs

- Follow strict SOP-based handling and predefined scripts.

- Identify cases that require escalation, including:

* Disputes / chargebacks

* Account restrictions / fraud-related cases

* KYC / verification issues beyond L1 scope

* Complaints requiring investigation

- Escalate cases to L2/L3 with complete and accurate documentation.

- Ensure proper ticket logging, categorization, and meet SLA, AHT (Average Handling Time), and productivity targets.

- Maintain strict compliance with data privacy and regulatory requirements.

Requirements:

- 1–2 years of Customer Service experience in the BPO / Fintech and other industry.

- Strong communication skills in both English and Bahasa Malaysia.

- Comfortable handling multiple channels (Chat, Call, and Email).

- Ability to follow structured SOPs strictly.

- Comfortable working flexible rotational shifts, including nights, weekends, and public holidays.

- Willingness to support ad-hoc shift changes based on business needs.

Salary Package:

-Base Salary: RM2,500

- KPI Incentive: Up to RM2,000

- Shift Allowance:

* PM Shift: RM400

* GY Shift: RM550

- Fixed Allowance: RM100

Pay: RM2,500.00 - RM5,150.00 per month

Work Location: In person