L1 Customer Service Agent (Call Centre)

Requirement

1-2 years in Customer Service / BPO
Strong communication skills (English + Bahasa Malaysia)
Comfortable handling chat, call, and email
Ability to follow structured SOPs strictly
Must be able to work flexible rotational shifts, including nights, weekends, and public holidays
Required to support ad-hoc shift changes based on business needs
Responsibility

Handle customer inquiries via: Live chat/Inbound/outbound calls /Email
Resolve standard L1 queries, including: General product information, Basic transaction status checks, Account guidance and FAQs
Follow strict SOP-based handling and scripts
Identify cases that require escalation, including: Disputes / chargebacks, Account restrictions / fraud-related cases, KYC / verification issues beyond L1 scope, Complaints requiring investigation
Escalate cases to L2/L3 with complete and accurate documentation
Ensure proper ticket logging and categorization
Meet SLA, AHT, ...