Customer Service Representative (Night Shift)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Req #3226
23 September 2021



JOB TITLE             : Customer Service Representative (Night Shift)

REPORTS TO        : Team Leader

DEPARTMENT      : Global Candidate Services

LOCATION            : Kuala Lumpur




  • To assist the candidate with all aspects of the testing process from registration to test delivery.

  • To interface between candidates, clients and test sites in a professional and efficient manner.

  • Follow company guidelines in issuing Promo Codes/Emergency Vouchers whilst adhering to Contact Centre policies and procedures.

  • Achieve and maintain all key quality and productivity metrics.

  • Escalate unresolved candidate grievances to designated departments for further investigation.

  • To respond to incoming calls within a specified timeframe, according to company guidelines.

  • To respond to incoming emails within a specified timeframe according to company guidelines.

  • To ensure excellent reliability with minimal unplanned absences as per company guidelines.

  • To attend required training to continually learn knowledge of practices, procedures, policies and clients.

  • To communicate and participate in team meetings, in order to share best practice and flag issue to the Team Leader.

  • To meet agreed objectives enabling the corporate objectives to be achieved.

  • Continuously identify work process improvements and communicate to Team Leaders and (or) Management Team.

  • Note, while this role is primarily aimed at call support, based upon volumetric demands there will be a requirement to support chat and email-based transactions where capacity requires this.




  • Team members will be working on night shift, supporting American hours

  • This time zone usually spans between 8pm to 5am / 9pm to 6am KL Time

  • Shifts will be 9 hours long, with breaks provided for Lunch and personal break time

  • Team members will be observing American public holidays




  • Candidate should at least possess SPM, Diploma (Advanced / Higher or Graduate) Bachelor’s Degree or equivalent

  • Experience in Customer Service

  • Excellent written English

  • Applicants should be willing to be based in Kuala Lumpur

  • The person must be able to work shift, inclusive of night and weekend


Salary Package: MYR 2,900 (basic) + MYR 400 (shift allowance)

Other details

  • Pay Type Salary
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Location on Google Maps
  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia