Job description
IGT Solutions is hiring a Cantonese Customer Service professional for the May intake in Subang Jaya, Malaysia. This role is ideal for customer-focused individuals who thrive in a fast-paced contact center and enjoy helping others. You will be the first point of contact for Cantonese-speaking customers, providing accurate information, guiding them through products and services, and resolving issues with empathy and professionalism. The successful candidate will receive comprehensive training and ongoing coaching to support career growth within a global technology and outsourcing leader.
In this role you will:
- Handle inbound inquiries via phone, chat, and email in Cantonese, delivering courteous, accurate, and timely support.
- Identify customer needs, troubleshoot issues, and provide clear solutions on products, orders, payments, and account information.
- Escalate complex cases to the appropriate teams with complete documentation in the CRM to ensure quick resolution.
- Maintain accurate customer records and document interactions in the CRM, ensuring data integrity and follow-up actions.
- Meet and exceed performance metrics such as first contact resolution, quality scores, and customer satisfaction targets.
- Collaborate with teammates and supervisors to share knowledge and improve service delivery.
- Stay up-to-date with product knowledge, promotions, and policy updates to offer accurate guidance.
What we offer
A supportive team environment, structured onboarding, and opportunities for career progression within a global leader in customer experience. Competitive salary between RM 4,500 and RM 5,500 per month, 5-day work week (subject to shift schedule), and exposure to a diverse and multilingual client base.
Responsibility
- Handle inbound inquiries via phone, chat, and email in Cantonese, delivering courteous, accurate, and timely support.
- Identify customer needs, troubleshoot issues, and provide clear solutions on products, orders, payments, and account information.
- Escalate complex cases to the appropriate teams with complete documentation in the CRM to ensure quick resolution.
- Maintain accurate customer records and document interactions in the CRM, ensuring data integrity and follow-up actions.
- Meet and exceed performance metrics such as first contact resolution, quality scores, and customer satisfaction targets.
- Collaborate with teammates and supervisors to share knowledge and improve service delivery.
- Stay up-to-date with product knowledge, promotions, and policy updates to offer accurate guidance.
Qualification
- Fluent in Cantonese with strong verbal and written communication skills; English proficiency is a plus.
- Previous experience in a call center or customer service role is preferred; fresh graduates are welcome.
- Excellent listening, problem-solving, and communication abilities with a customer-first mindset.
- Ability to multitask and work effectively in a fast-paced environment with attention to detail.
- Proficiency with CRM software and basic computer skills; comfortable navigating multiple systems.
- High school diploma or equivalent; a degree is a plus.
- Willingness to work flexible hours including evenings or weekends as needed to support client demands.