Customer Service Executive (Call Centre Helpdesk) – 12-Month Renewable Contract

12 Months contract renewable

Location: Mid Valley, Kuala Lumpur
Working Hours: 5 days work week - 24/7 Rotational Shift include Weekends
Convenient Access: Walking distance to LRT & KTM

Working Hours and Rotational Shift Schedule:

AM : 7:00 AM – 4:00 PM

PM : 2:00 PM – 11:00 PM

GY : 10:00 PM – 7:00 AM

Salary & Benefits

• Fixed Basic Salary: RM 2,500/month (EPF, SOCSO)

• Fixed Allowance: RM 100

• KPI Incentive: Up to RM2,550 (Night Shift allowance included)

Job Description:

• 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.

Requirements:

• 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

You may submit your application below or send us an email directly quoting the job title to

tim•••••••••@cornerstoneglobalpartners.com

We regret to inform that only shortlisted candidates will be informed. 

Timothy Sauh

Cornerstone Global Partners Pte Ltd

EA License: 19C9859