Customer Support Specialist

About The Role

We are seeking a highly motivated and customer-focused Customer Service Executive to join our AI dynamic team at SK Magic. This full-time role is based in our Kuala Lumpur office and will play a crucial part in delivering exceptional customer service to our valued clients. Job Description

Troubleshoot Dynamo : Be the troubleshooter who turns incoming alert via (CMS) hurdles into success stories. You'll proactively address issues to guarantee the alert messages are troubleshot immediately with customers and offering top-notch customer support. Issue Resolver : Coordinate and facilitate complaint investigations across teams, entities, and relevant departments to ensure resolutions are delivered within the designated (TAT). Act as the subject matter expert on the company’s complaint handling policies and procedures, ensuring their applicability and alignment with day-to-day operational practices. Adhoc Duties : Carry out additional tasks related to the department’s scope as assigned by the Team Leader or management. Ensure strict confidentiality of sensitive information, including company strategies and process improvement efforts, in compliance with data privacy and protection standards. Sales Fraud Validation & Verification Team : Validate new customer sales to ensure all submitted information is accurate and legitimate. Educate customers on product functionality and contract terms to ensure transparency. As fraud specialists, detect misleading or manipulated information and promptly escalate suspicious cases to the appropriate authorities for further action. Job Requirements

Diploma / Bachelor Degree in Computer Science, Engineering, Telecommunication or equivalent industry related experience, with minimum 1 year of working experience in Telecommunication or IT Industry. Prior experience in product management—ideally within the contact center or telecommunications sector—is typically expected. Demonstrate a proven track record of successfully overseeing and launching products or services from initial concept through to market delivery. A strong grasp of contact center operations, technologies, and current industry trends. Hands-on experience with contact center software—such as CRM platforms, AI product systems - is highly advantageous. Strong written and verbal communication skills for engaging effectively with cross-functional teams, stakeholders, and customers. Convey complex ideas clearly and concisely. Ability to learn quickly, manage tasks independently, and perform effectively with minimal supervision. Able to multitask and handle multiple inquiries daily with good teamwork, escalation and follow-up within TAT. Candidates fluent in English & Malay are preferred; Mandarin is a plus for Mandarin-speaking clients. Able to work a 10-hour shift (9am to 7pm) during weekends. Typing Speed : Minimum 40–60 words per minute (WPM) with accuracy above 95%. Selected candidates will undergo training and are required to achieve at least 95% score in the assessment. Selection will be based on the accuracy of assessment result and other performance requirements. Seniority level

Entry level Employment type

Full-time Job function

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