Customer Support Agent

Kuala Lumpur

Online Customer Support Agent

Working for a customer focused exciting, young company that is at the forefront of their industry.
The ideal candidate will have suitable experience working within a pro-‐active environment and
within a Customer Support focused team.

The successful candidate will be required to be on hand during set working hours in shifts to answer
specific product and service related customer support queries via email and live chat.

Must be completely fluent in English (native speaker written standard) and have suitable experience.

RESPONSIBILITIES

At the forefront of the company operations, you will be responsible for maintaining and

developing a high standard of customer service in providing timely support to all of it’s
customers via Email & Live Chat

Investigating and solving customers' problems, which may be complex or long-‐standing
Issuing refunds/bonuses/compensations to customers
Testing of new products and solutions, identifying and highlighting technical issues and

raising tickets using the company’s ticketing system to ensure all items are resolved and
communicating the status of this process to customers where necessary

Respond to customer queries with the aim of achieving first contact resolution
Advise end customers on options available to them
Assign initiatives to customers based on set guidelines and frameworks
Follow up promptly with customers to resolve issues
Maintain and update customer details within online platforms
Report customers feedback to respective internal teams to improve customer experience

SKILLS

Must have perfect “native“ English written skills
Cultural understanding of Australia an advantage
Good communication skills that allow you to inform, help and advice customers and

colleagues

To understand industry best practices and strive to reach the highest quality levels
Good problem-‐solving skills with self starter initiative -‐ good at getting things done
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
Motivational skills and an ability to supervise/lead a team of customer support agents
Thorough troubleshooting skills
Willingness and enthusiasm to own any issue that comes your way
Experience with email and live chat platforms
Degree graduate in any discipline – ideally service related
Ability to speak and write Simplified Chinese an advantage
Needs to be self-‐starter, reliable and motivated

SagaOS SDN BHD. is a company registered in Malaysia with registration no 1142808-‐A

REQUIREMENTS