794 Contact Center jobs in Malaysia

Customer Service Representative (Contact Centre)

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

General Insurance

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

What you need to know:

Job Description

Key Job Responsibilities

• Provide exceptional service to customers via servicing channels ie inbound phone calls, emails, faxes, social media channels
• Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and concerns
• Drive first contact resolution by focusing on resolving customer's inquiries during the first interaction
• Proactive in discovering opportunity for process improvement and actively participate in the process improvement activities.
• Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need
• Document all customer’s contact and interaction information according to standard operating procedures
• Recognize, document and alert the management team of trends in customer’s calls and contacts
• Follow up customer calls where necessary to ensure full resolution
• Proactively upsell or cross sell products and services by recognizing customer’s needs
• Other duties as assigned

What we’re looking for: Requirement

• Minimum high school or diploma holder
• 2 years + contact centre experience but not mandatory
• Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage
• Excellent listening, verbal and written communication skills
• Proficient in relevant computer applications and ability to navigate through multiple systems at any given time
• Knowledge of customer service practices and principles
• Ability to multitask and handle stressful situation appropriately
• Ability to adapt in a fast-paced working environment
• Ability to think critically and creative problem solver
• Team player with positive attitude
• Able to work staggered workhours and lunchbreaks whenever necessary according to operational needs

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to .

Functional Area:

Customer Care Executive Contact Center page is loadedCustomer Care Executive Contact Center Apply locations Kuala Lumpur time type Full time posted on Posted Yesterday job requisition id JR2503786

Customer Service Representative (Contact Centre)

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

General Insurance

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

What you need to know:

Job Description

Key Job Responsibilities

• Provide exceptional service to customers via servicing channels ie inbound phone calls, emails, faxes, social media channels
• Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and concerns
• Drive first contact resolution by focusing on resolving customer's inquiries during the first interaction
• Proactive in discovering opportunity for process improvement and actively participate in the process improvement activities.
• Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need
• Document all customer’s contact and interaction information according to standard operating procedures
• Recognize, document and alert the management team of trends in customer’s calls and contacts
• Follow up customer calls where necessary to ensure full resolution
• Proactively upsell or cross sell products and services by recognizing customer’s needs
• Other duties as assigned

What we’re looking for: Requirement

• Minimum high school or diploma holder
• 2 years + contact centre experience but not mandatory
• Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage
• Excellent listening, verbal and written communication skills
• Proficient in relevant computer applications and ability to navigate through multiple systems at any given time
• Knowledge of customer service practices and principles
• Ability to multitask and handle stressful situation appropriately
• Ability to adapt in a fast-paced working environment
• Ability to think critically and creative problem solver
• Team player with positive attitude
• Able to work staggered workhours and lunchbreaks whenever necessary according to operational needs

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to .

Functional Area:

As a global risk leader with deep industry expertise and innovative solutions to smartly manage risk, AIG enables our clients’ growth in ways they never thought possible.

We also do the same for our colleagues, because we know our people are our greatest strength – the source of every insight, every idea and every innovation. When we're working as one team to do what's right for our colleagues and our communities, we can achieve excellence together. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Herbalife Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Manager II, Global Contact Center Technology role at Herbalife

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Herbalife Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Manager II, Global Contact Center Technology role at Herbalife

Overview

POSITION SUMMARY STATEMENT:

The Contact Center Operations Manager II leads a team, focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support, architecture, training guidance, and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country.

DETAILED RESPONSIBILITIES/DUTIES:

• Manages a team (5+) in Contact Center Operations
• Lead Contact center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area
• Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders
• Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps
• Know and manage the TCO (Total Cost of Ownership) for any technology or applications owned by their team
• Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current adequate
• Manage and develop the talent on their team, including engagement, well-being, refining, and execution, with the goal of building and maintaining a high-performance team
• Ensures team delivers high quality, accurate, viable, and reliable products
• Coaches, guides, and provides mentorship to team
• Works closely with other cross-functional teams to enable team productivity
• Coordinates and supervises creation of team deliverables
• Escalates risks and resolves issues to enable team delivery
• Leads a team of Contact Center engineers
• Lead Change Management processes for Contact Center Technology
• Manages and develops cross departmental relationships
• Leads hands-on support in order to troubleshoot, diagnose, and resolve business impacting contact center service outages globally.
• Participate in 24/7 on-call rotation to support production of the contact center globally.
• Develop, document, implement procedures to streamline support and design efforts.
• Assist business in contact center design & implementation to best utilize the product suite and recommends appropriate courses of action to developers/technicians, and management on technical and infrastructure issues
• Recommend proactive courses of action to maintain cost effectiveness and competitiveness
• Proactively assists in defining direction for future technology, infrastructure or architecture projects
• Works with other regional teams to ensure technology process and support integration
• Manage cross functional projects between various organizations
• Provide leadership and serve as a technical resource for the team.
• Train and develop new processes
• Must have current/valid passport
• Ability to travel domestically/international up to 15%
  
  

• Strong attention to detail, problem-solving skills, and verbal/written communication with both technical and non-technical audiences
• Extensive knowledge of Contact Center Technology and methodology
• Expert in Contact Center Operations
• Understand Contact Center CRM and external application integration
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Ability to manage a team
• Ability to deliver results and manage performance of teams
• Ability to develop and motivate others
• Fluent in English
• Extensive practical knowledge of all layers of the OSI network model
• Applied expert knowledge of contact center environments and applications.
• Applied knowledge of WAN and LAN technologies
• Experience in designing, planning, and implementing contact center solutions.
• Must have good verbal, written, interpersonal, and presentation skills
• Must be able to work constructively in a team environment
• Ability to solve practical problems and carry out responsibilities under general to minimal supervision
• Ability to organize workload for effective implementation
• Strong customer and results orientation
• Ability to interact effectively at all levels with sensitivity to cultural diversity
• Ability to function as an effective team member
• Ability to adapt as the external environment and organization evolves
  
  

• Multi-lingual is a plus
  
  

• 7+ years experience in Contact Center Operations or related field
  
  

• Prior experience leading teams
  
  

• BA or BS in Information Technology or equivalent experience
  
  

• Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.
  
  

• Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.
  
  

• Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.
  
  

• (Team Leader) Demonstrates humility through servant leadership by thinking about what can I do as a leader to help you achieve your goals; Develops a vision (strategy) and sets goals and targets, fostering an environment which encourages achievement; Inspires and influences people to work together cohesively and enthusiastically engages with them; Welcomes a diversity of backgrounds and ideas; Values Distributors and teammates.
  
  

• Add value through: Driving opportunities for all 3 types of innovation (incremental, evolutionary or disruptive); Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Celebrating and learning from failures and successes, willing to experiment and take educated risks making decisions based on facts & data; Welcoming other’s ideas and suggestions and acting on them.
  
  

• Delivers Change Through: Experiencing and leading change; Understanding Herbalife Nutrition’s business; Creating a sense of urgency for delivering business benefits; Flexibility and openness to change.
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Other
• Industries Wellness and Fitness Services

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1. Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team, taking responsibility for care center performance.
2. Coordinate regularly with all functional leaders, including training, hiring, operations, analysis, and specialized product teams.
3. Ensure process excellence by defining, implementing, and measuring tasks and action items.
4. Partner closely with Workforce Management to stay aligned on staffing requirements.
5. Foster a positive and customer-focused culture driven by objectives.
6. Analyze business performance and establish rhythms of business to achieve goals.
7. Assess customer issues and feedback to develop action plans for resolution.
8. Design and implement customer campaigns to enhance upsell, renewals, and satisfaction.
9. Maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests in partnership with the BPO provider.
10. Report on call center performance on a weekly, monthly, and quarterly basis.

• Experience working in or with APAC & JPAC regions.
• Minimum of 5 years of experience in related fields such as Technology, E-Commerce, BPO, Care & Sales.
• Prior experience managing customer support operations is preferred.
• Demonstrated ability to implement cross-company business processes across multiple teams.
• Experience in customer retention and cross-selling.
• Strong analytical, presentation, and business planning skills with a focus on execution.
• Exceptional verbal and written communication skills; experience working with distributed teams.
• Previous experience in care center environments and/or partner management is required.

-Experience working in or with APAC & JPAC-Minimum 5 years of work experience in the related field/industry (Technology, E-Commerce, BPO, Care & Sales)-Prior experience in managing a customer support operation is preferred-Demonstrated experience in implementing cross company business processes across multiple teams-Experience in customer retention and cross-sell-Strong analytical, presentation and business planning skills coupled with equally strong execution focus-Exceptional verbal and oral communication skills. Experience in working with teams across locations-Prior experience in care center environments and/or partner management needed

-Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team while owning responsibility for care center performance-Drive regular interface with all functional leaders including training, hiring, operations, analysis and specialized product teams-Ensure process excellence by defining, implementing and measuring tasks and action items-Partner with Work Force Management closely to stay aligned on all staffing requirements-Foster a positive & fun culture that is driven by objectives and is customer focused-Analyze business performance and drive rhythm of business for achieving business goals-Analyze customer issues and feedback to build action plans for resolve-Identify, design and implement customer campaigns to drive upsell, renewals and satisfaction-In partnership with BPO provider, maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests-Report on call center performance on a weekly / monthly / quarterly basis

Who We Are Looking For

We are looking for a dynamic and service-oriented individual to join USANA as a Customer Service Representative, based in Malaysia. While the role is located in Malaysia, it is specifically dedicated to supporting our Singapore-based Brand Partners and customers through calls and emails. In this role, you will be responsible for delivering exceptional customer service that reflects and upholds USANA’s strong reputation. Your key responsibilities will include responding to customer inquiries and requests, processing orders and new applications, and resolving issues or concerns in a prompt and professional manner.

What You Will Do as a USANA Customer Representative

Responsibilities:

• Responding or making follow-up calls or emails to customers to learn about and address their needs, complaints, or other issues with products or business.
• Process orders, refunds, forms, and application; including proper documentation according to standard operating procedures.
• Responding efficiently and accurately to Brand partners or customers, explaining Company’s policies and procedures together with possible solutions, to help the customers feel supported and valued.
• Building relationship with Brand partners or customers and listening to their feedback or concerns to improve Brand partners and customer retention.
• Equipped with strong knowledge of products, Company’s mobile apps, and intranet to support Brand partners or customers and provide guidance if needed.
• Providing recommendations or upselling products or business solutions that may better suit Brand partners’ or customers’ needs.
• Identify and escalate issues to overseeing supervisor.
• Understanding and striving to meet or exceed call centre metrics while providing excellent, consistent customer service.
• Regularly updates job knowledge by studying new product descriptions and actively participate in training opportunities.

Working Hours:

Monday to Friday, 11:00 AM – 8:00 PM

Qualifications/Knowledge, Skills & Abilities Requirements:

• Diploma with minimum 2 years customer service experience preferred.
• Superior listening, verbal, and written communication skills in both English and Mandarin.
• Mandarin speaking candidates are encouraged to apply as job require dealing with Chinese speaking customers.
• Ability to handle stressful situation appropriately.
• Customer-oriented with professionalism.
• Strong multitasking, time management, and target achieving skills.
• Basic computer knowledge and working knowledge of order entry system.
• Will be based in USANA Malaysia office situated in Bangsar South, Kuala Lumpur.

About USANA

Since 1992, USANA has provided the world with the highest-quality products focused on nutritional supplements, skincare, and a healthy lifestyle. But our commitment to excellence goes far beyond our products. USANA is dedicated to share our vision of health by empowering a global family of incredible employees based in more than 20 different markets around the world.

Community is at our core. It is our commitment to always strive to be open-minded listeners, hold ourselves and others accountable, be respectful, and celebrate the strength that comes from collaboration. Through initiatives like our Diversity, Equity, and Inclusion Council, we create a company culture where all members of the USANA Family feel cared for, included, and valued.

USANA employees do more than work for our company––we embody the culture, and we live our company values: Excellence, Integrity, Health, and Community. We are committed to doing whatever it takes to ensure USANA’s direct-selling Associates are supplied with whatever they need to become successful.

This job involves assisting customers by handling complaints, processing orders, and supporting promotional activities. It is suitable for fresh graduates, offering an entry point into the workforce.

• Ensure the availability of sales-related equipment and materials.
• Respond to customer complaints and provide after-sales support as needed.
• Store and manage financial and non-financial data electronically and generate reports.
• Process all orders accurately and promptly.
• Inform clients of any delays or issues.
• Monitor team progress, identify shortcomings, and suggest improvements.
• Assist in organizing promotional materials and events.
• Ensure compliance with laws and company policies.
• Record customer complaints, coordinate with logistics and purchasing to address feedback.
• Prepare Halal Certificates for customers.
• File important documents and communicate relevant information.
• Prepare annual reports.
• Perform any additional tasks as required.

1. Minimum Diploma or Bachelor’s Degree in Business Administration, Communications, Marketing, Hospitality, or related fields.

2. Training or certification in Customer Service / Call Center / CRM systems is advantageous.

3. 1-2 years of experience in customer service, relations, or related roles.

4. Strong problem-solving and conflict-resolution skills .

5. Proficiency in Microsoft Office and experience with CRM or customer support platforms .

6. Team player with the ability to collaborate across departments.

7. Attention to detail and high accuracy in handling customer records.

8. Fresh graduates with strong communication skills and internship experience in customer-facing roles are encouraged to apply.

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Schedule & Arrange Appointments:

Coordinate and confirm customer support appointments, ensuring timely follow-ups.

Job Responsibilities

Schedule & Arrange Appointments:

Coordinate and confirm customer support appointments, ensuring timely follow-ups.

Responses To Customer

Prioritize customer inquiries and plan responses to meet their needs effectively.

Follow Up

Ensure customer issues are resolved by following up after support sessions and escalating if needed.

Document Interactions

Keep accurate records of customer issues, resolutions, and feedback.

Collaborate With Teams

Work with other departments to address customer concerns and improve service.

Maintain Satisfaction

Deliver prompt and professional support to ensure high customer satisfaction.

Tanggungjawab Pekerjaan

Jadual & Atur Temujanji:

Menyelaras dan mengesahkan temujanji sokongan pelanggan, serta memastikan susulan dilakukan tepat pada masanya.

Maklum Balas Kepada Pelanggan

Utamakan pertanyaan pelanggan dan rancang maklum balas bagi memenuhi keperluan mereka dengan berkesan.

Tindak Lanjut

Pastikan isu pelanggan diselesaikan dengan membuat tindak lanjut selepas sesi sokongan dan membuat eskalasi jika perlu.

Dokumentasi Interaksi

Simpan rekod yang tepat mengenai isu pelanggan, penyelesaian, dan maklum balas.

Bekerjasama Dengan Pasukan

Bekerjasama dengan jabatan lain untuk menangani kebimbangan pelanggan dan menambah baik perkhidmatan.

Kekalkan Kepuasan

Memberikan sokongan yang pantas dan profesional untuk memastikan tahap kepuasan pelanggan yang tinggi.

Interested candidates please submit your application through Jobstore

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Information Services

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• Provide professional customer service for service inquiries and feedbacks.
• Understand the full cycle of our business model
• Follow up and respond back to user on timely manner.
• Provide effective solution for customer issue.

Job Requirement:

• Candidate must Minimum SPM & above
• Required language(s): English & Malay
• Applicants must be willing to work in Shah Alam Seksyen 15
• On job Training provided

Company: Automotive