About the role
Mass Hiring x20 Customer Service Agent | Mercu 2 | Contract Renewable | Fast Interview !! | Sept Intake
📍 Job Overview
We are seeking a proactive and customer-focused Level 1 Customer Service Agent to join our operations team. In this role, you will manage customer interactions across chat, voice, and email channels while delivering excellent service and adhering to established procedures.
💼 Customer Service Agent (L1) – Chat / Voice / Email Support
📍 Location: Mercu 2 (Work in Office) - Near LRT Station Abdullah Hukum
📄 Contract: 12 Months contract (renewable)
⏰ Working Hours :
- 5-day work week , 24/7 Rotational Shift include Weekends
Working Hours and Rotational Shift Schedule:
- 9:00 AM – 6:30 PM
- 6:30 AM – 4:00 PM
- 9:30 AM – 7:00 PM
- 3:30 PM – 1:00 AM
- 12:30 AM – 10:00 AM
💰 Salary & Benefits:
- Base Salary: RM 2,500
- Fixed Allowance: RM 100
- 🏆 KPI Incentive: Up to RM 2,550
- Annual Leave: Prorated (1 day per month of service)
🛠️ Key Responsibilities:
- Handle customer inquiries via live chat, inbound/outbound calls, and email
- Resolve Level 1 (L1) queries such as:
- General product information
- Basic transaction status updates
- Account-related guidance and FAQs
- Follow structured SOPs and scripts strictly when assisting customers
- Identify and escalate complex cases, including:
- Disputes and chargebacks
- Account restrictions or fraud-related issues
- KYC/verification matters beyond L1 scope
- Complaints requiring further investigation
- Ensure accurate ticket logging, documentation, and categorization
- Escalate cases to L2/L3 teams with complete details
- Meet performance metrics such as SLA, AHT, and productivity targets
- Maintain compliance with data privacy and regulatory standards
✅ Requirements:
- 1–2 years of experience in Customer Service or BPO environment
- Strong communication skills in English and Bahasa Malaysia
- Comfortable handling chat, calls, and email support (multichannel)
- Ability to follow structured SOPs with high accuracy
- Flexible to work rotational shifts (including nights, weekends & public holidays)
- Open to ad-hoc shift changes based on business needs
You may submit your application below or send us an email directly quoting the job title to
jayden.chan@cornerstoneglobalpartners.com
We regret to inform that only shortlisted candidates will be informed.
Jayden Chan
Cornerstone Global Partners Pte Ltd
EA License: 19C9859
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