Job Description

Manpower Staffing Services (Malaysia) Sdn. Bhd. Hiring! Full Time Senior Customer Service Agent in WP Kuala Lumpur, Earn up to MYR 5,800 - Ricebowl
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Senior Customer Service Agent
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MYR4,500 - MYR5,800 Per Month
KL City,
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Posted an hour ago o Closing 16 Jan 2026
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Requirements

• Minimum of 2 years' experience as an L2 agent or equivalent in a customer service environment, ideally in e-commerce, digital coupons, or digital entertainment industries.
• Fluent in English (written and spoken) and Mandarin; proficiency in additional languages is advantageous.
• Demonstrated problem-solving ability with a strong sense of ownership for issue resolution; leadership or coaching experience is a plus.
• Skilled in data analysis to identify trends and drive process optimization.
• Hands-on experience in cross-functional initiatives, such as CRM enhancement and CSAT/SLA improvement programs.
• Proven capability to deliver outstanding customer experiences with high emotional intelligence.
• Team-oriented and resilient under pressure in a fast-paced, dynamic work environment.

Responsibilities

• Manage end-to-end resolution of high-priority escalations, including regulatory concerns and recurring user complaints.
• Identify root causes of repetitive issues and implement long-term solutions to reduce ticket volumes.
• Proactively identify and escalate potential legal or PR risks in customer interactions, and provide timely recommendations or resolutions.
• Develop and document best practices in the form of training materials and handling procedures.
• Coach and mentor frontline teams to enhance service quality through data insights and standardized workflows.
• Track and analyze key customer service metrics (CSAT, SLA), and provide actionable recommendations for improvements.

Benefits

• Variable annual performance bonus

Skills
Customer Service Communication Skills Time Management
Important Information
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Skills Required