Job description
Join TDCX as a Customer Service Specialist in Malaysia and play a pivotal role in delivering exceptional customer experiences for global brands. As part of our growing customer support team, you will identify customers' needs, research existing issues, and craft practical solutions that address inquiries with empathy and accuracy. You'll engage with customers via phone, chat, and email, guiding them through processes, and ensuring smooth resolution while upholding quality standards and service levels. This is a dynamic role designed for problem-solvers who thrive in a fast-paced, multicultural environment.
What you will do:
- Listen to customers, understand their needs, and research issues to determine the best course of action.
- Provide timely, accurate, and professional responses across multiple channels (phone, chat, email).
- Troubleshoot, resolve, or escalate issues with clear documentation in our CRM system.
- Collaborate with internal teams (billing, technical support, product specialists) to ensure first-rate resolutions.
- Maintain up-to-date knowledge of products, policies, and self-service options to guide customers effectively.
- Adhere to defined service level agreements and quality metrics while managing multiple conversations.
- Identify trends, contribute to knowledge base, and share feedback to improve customer experience.
- Demonstrate professionalism, empathy, and a customer-first mindset in every interaction.
We offer comprehensive training, ongoing coaching, and opportunities for career growth within a global, people-first organization. Competitive salary, benefits, and a supportive work environment await you. If you are energized by helping people and solving problems, this role could be your next great step.
Responsibility
- Listen to customers, identify needs, and research issues to determine the best resolution path.
- Provide accurate, timely responses across phone, chat, and email channels.
- Troubleshoot, resolve, or escalate issues with clear documentation in CRM.
- Collaborate with cross-functional teams to ensure customer satisfaction.
- Maintain current knowledge of products, policies, and self-service options.
- Meet or exceed service level agreements and quality targets.
- Document insights and contribute to knowledge base improvements.
- Deliver empathetic, professional service in every interaction.
Qualification
- High school diploma or equivalent; bachelor's degree preferred.
- Excellent spoken and written English; additional languages are a plus.
- Strong communication, listening, and problem-solving skills.
- Experience in customer service or call center environments.
- Proficient in CRM tools and data entry; solid computer skills.
- Ability to work in a fast-paced, target-driven environment and handle multiple tasks.
- Willingness to work flexible hours including shifts, weekends, or holidays.