Customer Service Associate

Teledirect Telecommerce Sdn Bhd

Based: Malaysia(Federal Territory/Kuala Lumpur, KL Sentral)

Posted on 6 Apr 2018

Job Description

(Korea Based Electronic Company, Ssg)
  • Ensure KPIs targets (e.g. customer satisfaction index, first call resolution, productivity etc) are met consistently so as to achieve the overall contact centre objectives. 
  • Handle and resolve customers’ queries and feedback received via telephone, remote service, email, live chat or other available channels in accordance to our Quality Assurance guidelines and standards. This includes enquiries pertaining to product, marketing and sales support, product liability, appointment creation to performing in-depth technical troubleshooting steps.
  • Obtain customer’s details and ensure all information are accurately and promptly keyed into our customer database for all transactions. 
  • Actively promote and educate customers on the use of remote services, self-help and our digital services and enhance customer satisfaction.
  • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards. 
  • Undertake any other tasks delegated by the Team Leader
Job Requirement 
  • Diploma or Degree in any discipline or equivalent.
  • Preferably with at least 1 years of working experience in contact centre/ IT Helpdesk environment
  • Technical experience in Home Devices and/or Consumer Electronics industry would be an advantage.
  • Ability to converse well in English or Mandarin to liaise with multi-lingual customers.
  • Good verbal and written communication skills.
  • Possess a service oriented mindset with excellent telephone etiquette
  • Proficient in MS Office applications with excellent keyboard skills.
  • Able to adapt in a fast-paced and stressful environment.

Company Details

Teledirect Telecommerce Sdn Bhd

Level 9 Axiata Tower No 9 Jalan Stesen Sentral 5

Kuala Lumpur Sentral

50470 Federal Territory/Kuala Lumpur


Teledirect provides multinational organisations with high end, high touch outsourced contact center services to improve their customer experience and/or to accelerate their sales. We operate state-of-the-art contact centres in Singapore, Hong Kong, Malaysia, Philippines and Thailand. We have a 20-year track record of success with clients in the airline, hospitality, luxury, insurance, banking and technology sectors.

Build your career with Asia-Pacific's leading contact centre. We have won more than 80 industry awards earned over the past 20 years, including the prestigious Best Large Outsourced Contact Centre in Asia-Pacific.

People don't join Teledirect for a regular job. They come here for more. They come here to fulfill their passion while being part of something greater. They come here to grow as professionals and build successful careers. We care about our people, we care about offering a great working environment, and we believe in rewarding the best talents.