全职 Customer Engagement Specialist 工作, 薪水 up to MYR 3,200, Asian Business Software Solutions Selangor 公司招聘中 - Ricebowl

The Customer Engagement Specialist is the first point of contact for all inbound customer calls and emails across ABSS’s product lines. The ideal candidate is a customer-focused and detail-oriented individual who is able to handle enquiries efficiently, identify the nature of each interaction and route contacts accurately to the relevant teams. The Customer Engagement Specialist plays a key role in delivering a positive customer experience at every touchpoint.

Ideal Candidate:

• Strong communication and interpersonal skills with a customer-first mindset
• Attentive listener with the ability to quickly assess customer needs and respond appropriately
• Proactive and solutions-oriented with a positive attitude towards problem solving
• Passion for technology and its impact on small businesses
• Patient, empathetic, flexible and supportive by nature
• Committed to continuous learning and personal growth
• Able to work well in a team environment and independently
• Comfortable working in a fast-paced, high-volume contact environment

Responsibilities:

Inbound Operations

• Handle all inbound customer calls and emails across all ABSS product lines professionally and efficiently
• Accurately assess customer enquiries — distinguishing between support cases and potential sales opportunities
• Route contacts accurately and promptly to the relevant teams based on customer enquiries and case complexity
• Resolve billing, how-to and basic product enquiries directly at the first point of contact
• Identify and flag inbound sales opportunities and escalate to the relevant team accordingly
• Achieve personal KPI and sales targets as defined by the business

Process & Quality

• Adhere to agreed Service Level Agreements (SLAs) and contact handling standards at all times
• Maintain accurate and up-to-date records of all customer interactions across internal platforms
• Contribute to the team knowledge base to support consistency and business continuity
• Support additional tasks as required by the business

Criteria:

• Desirable, though not mandatory - A Professional Certificate, Diploma, or Bachelor’s Degree in any field. Any study in accounting or finance will be highly regarded.
• Minimum 1–2 years of experience in customer support, customer service or contact centre operations, preferably within a SaaS or technology environment
• Accounting knowledge and/or experience with B2B SaaS or cloud-based solutions is preferred
• Proficient in relevant tools and internal platforms, with the ability to read and interpret performance data and is comfortable working across multiple platforms and systems
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Enthusiastic, self-motivated and able to thrive in a fast-paced, customer-focused environment
• Good command of spoken and written English and Bahasa Malaysia is required
• Strong communication and interpersonal skills with the ability to effectively manage both inbound calls and written correspondence

Alignment with ABSS values, which are:

• Work smart
• Never ever give up
• Take ownership
• Every Customer Counts
• Have fun at work
• Have a positive attitude

Job Types: Full-time, Permanent

Pay: RM2,800.00 - RM3,200.00 per month

Benefits:

• Health insurance
• Maternity leave
• Professional development

Application Question(s):

• Have you worked in a call center based job previously?

Language:

• English (Required)

Work Location: In person