What We Can Offer
Monthly incentive bonus
Medical Insurance coverage
Free flight ticket & Working Visa
Job Description
As a Customer Service Representative, you will be working with our Online Streaming Account to deliver #happier customer experience. The customer service representative level 1 (CSR1) is the first point of live contact for the customer and serves as the front line of customer services. The role of the CSR1 is to support the customer in the best way possible, following the brand values and guidelines, to resolve any issues efficiently and correctly, and to provide an amazing customer experience. Furthermore, the role of the CSR1 is to escalate any trends, customer issues, or other insights into the customer experience to the wider organization to contribute to the ongoing improvement of the product and experience.
You are also required to perform these job functions:
Respond to customer queries:
• Provide a great customer experience in an engaged, personal, courteous, welcoming, caring, professional, and enthusiastic fashion to all customers.
• Support both member and non-member inquiries via phone or chat in a non-scripted environment by providing the right solution in the best way.
• Be a true brand ambassador by living the brand values in each customer interaction.
• Demonstrate cultural awareness and sensitivity when interacting with customers and colleagues from all over the world.
Resolve issues:
• Identify, diagnose, and troubleshoot customer issues (e.g. issues around streaming, billing, account settings, etc.) in a careful and vigilant manner and provide general question assistance.
• Escalate any issues that require supervisor, tier 2, or tier3 assistance correctly and appropriately providing the right level of context and detail.
Be a great team member:
• Demonstrate consistent, reliable attendance and schedule adherence with a positive, constructive, and enthusiastic attitude.
• Give and receive performance feedback with teammates, supervisors, and colleagues regularly to continue to improve your skills and knowledge.
• Stay up to date on official information.
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX.
Read full Job Descriptions
You are also required to perform these job functions:
Respond to customer queries:
• Provide a great customer experience in an engaged, personal, courteous, welcoming, caring, professional, and enthusiastic fashion to all customers.
• Support both member and non-member inquiries via phone or chat in a non-scripted environment by providing the right solution in the best way.
• Be a true brand ambassador by living the brand values in each customer interaction.
• Demonstrate cultural awareness and sensitivity when interacting with customers and colleagues from all over the world.
Resolve issues:
• Identify, diagnose, and troubleshoot customer issues (e.g. issues around streaming, billing, account settings, etc.) in a careful and vigilant manner and provide general question assistance.
• Escalate any issues that require supervisor, tier 2, or tier3 assistance correctly and appropriately providing the right level of context and detail.
Be a great team member:
• Demonstrate consistent, reliable attendance and schedule adherence with a positive, constructive, and enthusiastic attitude.
• Give and receive performance feedback with teammates, supervisors, and colleagues regularly to continue to improve your skills and knowledge.
• Stay up to date on official information.
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX.
Job Requirements
• Candidate must possess at least a Diploma any field.
• You have great communication skills, among which the ability to convey information concisely and clearly in a friendly and professional manner.
• You have great problem-solving skills and the ability to search for and quickly take in all necessary information to help you solve the customer’s issue
• You love communicating via chat/DM and are as natural in that as in a regular conversation.
• You have great typing skills (scores at or above 40WPM) and excellent written communication skills – perfect grammar and spelling, clear and concise writing that adds to an efficient resolution for the customer requests.
• You have experience streaming on various devices.
• You have a basic understanding of computer, device, and home networking terminology (operating systems, browsers, routers, modems, etc.)
• You have a basic knowledge of computer, phone (apps), gaming systems and more, which are all used for streaming (PS4, Xbox, Apple TV, etc).
• You have previous experience with customer service (experience with technical support preferred).
• Excellent English and Vietnamese language communication/written skills.
• Possess a service-oriented customer service mindset with excellent telephone etiquette.
• Independent and self-motivated.
• Excellent attention to detail.
• You have great communication skills, among which the ability to convey information concisely and clearly in a friendly and professional manner.
• You have great problem-solving skills and the ability to search for and quickly take in all necessary information to help you solve the customer’s issue
• You love communicating via chat/DM and are as natural in that as in a regular conversation.
• You have great typing skills (scores at or above 40WPM) and excellent written communication skills – perfect grammar and spelling, clear and concise writing that adds to an efficient resolution for the customer requests.
• You have experience streaming on various devices.
• You have a basic understanding of computer, device, and home networking terminology (operating systems, browsers, routers, modems, etc.)
• You have a basic knowledge of computer, phone (apps), gaming systems and more, which are all used for streaming (PS4, Xbox, Apple TV, etc).
• You have previous experience with customer service (experience with technical support preferred).
• Excellent English and Vietnamese language communication/written skills.
• Possess a service-oriented customer service mindset with excellent telephone etiquette.
• Independent and self-motivated.
• Excellent attention to detail.
Job Locations
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
