Executive Customer Support at Scicom

📍 Job Overview

Job Title: Executive Customer Support
Company: Scicom
Location: Kuala Lumpur, Kuala Lumpur, Malaysia
Job Type: On-site, Full-Time
Category: Customer Support
Date Posted: 2025-07-29
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Handle customer inquiries and resolve complaints efficiently while ensuring high customer satisfaction.
Coordinate with technical teams and manage escalations to provide effective support.
Maintain a comprehensive understanding of all standards of performance, including business protocol, and comply with policies and procedures.

📝 Enhancement Note: This role requires strong communication skills, problem-solving abilities, and the ability to work well under pressure. It is ideal for candidates who are dynamic, highly motivated, and result-oriented team players with good interpersonal skills.

💻 Primary Responsibilities

Handle customer inquiries via phone, email, or live chat in a professional and timely manner.
Resolve customer complaints, issues, or concerns efficiently while ensuring a high level of customer satisfaction.
Provide accurate information about products, services, policies, and procedures.
Troubleshoot technical issues and escalate unresolved problems to relevant departments.
Coordinate with technical and back-end teams to ensure smooth service.
Manage and attempt to resolve any complaints directed to the contact center.
Escalate any queries or unresolved issues which cannot be completed within the agreed procedures.
Work on agreed productivity and quality standards and any KPIs as provided by Management.

📝 Enhancement Note: This role requires a strong focus on customer service, with the ability to handle multiple inquiries and complaints simultaneously. Excellent communication skills and a proactive approach to problem-solving are essential for success in this role.

🎓 Skills & Qualifications

Education: Minimum SPM qualification

Experience: Entry-level position with no or minimal experience required

Required Skills:

Good command of spoken and written English and Bahasa Malaysia.
Ability to speak and write in Mandarin is an added advantage.
Basic computer knowledge: MS Office, MS Outlook, and Internet Explorer.
Possess initiative, able to work independently, and as a team.
Dynamic, highly motivated, and a result-oriented team player with good interpersonal skills.

Preferred Skills:

Previous customer support experience is a plus but not required.
Familiarity with CRM software is an asset.

📝 Enhancement Note: While this role is entry-level, candidates with previous customer support experience or familiarity with CRM software may have an advantage. However, the most important qualities for success in this role are strong communication skills, a customer-focused mindset, and a willingness to learn and adapt.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

For this role, a portfolio is not required as it is an entry-level customer support position. However, candidates with relevant work experience or projects that demonstrate their customer support skills may be given preference.

Technical Documentation:

Not applicable for this role.

📵 Compensation & Benefits

Salary Range: RM2,500 - RM3,000 per month (Based on industry standards for entry-level customer support roles in Kuala Lumpur, Malaysia)

Benefits:

Performance-related allowance on a quarterly basis for confirmed staff
15 days Annual Leave
14 days Medical Leave
Medical and hospitalization insurance coverage.

Working Hours: 5-day week; off days based on roster. Contact Centre Operating Days/Hours: Monday-Sunday

📝 Enhancement Note: The salary range provided is an estimate based on industry standards for entry-level customer support roles in Kuala Lumpur, Malaysia. Actual salary may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Business Process Outsourcing (BPO)

Company Size: Medium-sized company with approximately 1,000 employees (Based on LinkedIn data)

Founded: 1997 (Based on LinkedIn data)

Team Structure:

Scicom's customer support team consists of customer support executives, team leaders, and managers.
The team operates in shifts to provide 24/7 customer support.
Team members work collaboratively to resolve customer issues and escalate complex problems to relevant departments.

Development Methodology:

Scicom uses a ticket-based system to manage customer inquiries and complaints.
The team follows a structured problem-solving process to resolve customer issues efficiently.
Regular team meetings are held to discuss performance, share best practices, and address any challenges faced by team members.

Company Website: www.scicom-intl.com

📝 Enhancement Note: Scicom is a medium-sized BPO company that specializes in customer support, back-office processing, and other business support services. The company's customer support team operates in shifts to provide 24/7 customer support to clients across various industries.

📈 Career & Growth Analysis

Customer Support Executive Career Level: Entry-level position responsible for handling customer inquiries and resolving complaints. The role involves working closely with technical teams to ensure smooth service and escalating unresolved problems to relevant departments.

Reporting Structure: Customer Support Executives report directly to Team Leaders, who in turn report to Customer Support Managers.

Technical Impact: Customer Support Executives play a crucial role in ensuring high customer satisfaction by handling customer inquiries and resolving complaints efficiently. They also provide valuable feedback to technical teams to improve products and services.

Growth Opportunities:

Progression to Team Leader or Supervisor roles after demonstrating strong performance and leadership skills.
Opportunities to specialize in specific product or service areas as the company expands its offerings.
Potential to move into management or other related roles within the company as the candidate gains experience and develops their skills.

📝 Enhancement Note: Scicom offers growth opportunities for customer support executives who demonstrate strong performance, leadership skills, and a commitment to customer service. Candidates can progress to team leader or supervisor roles and explore specialization opportunities as the company expands its offerings.

🌐 Work Environment

Office Type: Scicom's office is located in Menara TA One, a modern commercial building in the heart of Kuala Lumpur. The customer support team operates from a dedicated contact center equipped with the necessary tools and resources to handle customer inquiries and complaints effectively.

Office Location(s): Scicom's main office is located in Kuala Lumpur, Malaysia. However, the company may have other offices or remote work arrangements depending on the specific role and client requirements.

Workspace Context:

The customer support team operates from a dedicated contact center with individual workstations equipped with computers, headsets, and other necessary tools.
The workspace is designed to facilitate collaboration and communication among team members.
Team members have access to shared resources, such as printers and scanners, to support their work.

Work Schedule: The customer support team operates in shifts to provide 24/7 customer support. The work schedule may vary depending on the specific role and client requirements.

📝 Enhancement Note: Scicom's customer support team operates from a dedicated contact center equipped with the necessary tools and resources to handle customer inquiries and complaints effectively. The workspace is designed to facilitate collaboration and communication among team members, fostering a supportive and productive work environment.

📄 Application & Technical Interview Process

Interview Process:

Online application review and shortlisting.
Phone or video screening to assess communication skills and cultural fit.
Face-to-face interview to discuss the role, company culture, and career growth opportunities.
Final round interview with the hiring manager or panel to assess the candidate's fit for the role and the company.

Portfolio Review Tips:

For this role, a portfolio is not required as it is an entry-level customer support position. However, candidates with relevant work experience or projects that demonstrate their customer support skills may be given preference.
Candidates should be prepared to discuss their customer support experience, problem-solving skills, and ability to work well under pressure.

Technical Challenge Preparation:

Familiarize yourself with Scicom's products and services, as well as the industries they serve.
Brush up on your communication skills, problem-solving abilities, and customer service mindset.
Prepare examples of your customer support experience, highlighting your ability to handle difficult customers, resolve complex issues, and maintain a positive attitude.

ATS Keywords: Customer Support, Problem Solving, Communication, Technical Troubleshooting, Team Collaboration, Interpersonal Skills, Initiative, Independence, Dynamic, Motivated, Result-Oriented, MS Office, MS Outlook, Internet Explorer, English, Bahasa Malaysia

📝 Enhancement Note: Scicom's interview process is designed to assess the candidate's communication skills, problem-solving abilities, and customer service mindset. Candidates should be prepared to discuss their customer support experience, highlight their skills and qualifications, and demonstrate their fit for the role and the company.

📌 Application Steps

To apply for this Executive Customer Support position:

Submit your application through the Scicom careers website.
Prepare a cover letter highlighting your customer support experience, problem-solving skills, and ability to work well under pressure.
Update your resume to emphasize your relevant skills and qualifications for the role.
Research Scicom's products and services, as well as the industries they serve, to demonstrate your understanding of the company and its business.
Prepare for the interview process by brushing up on your communication skills, problem-solving abilities, and customer service mindset.

Executive Customer Support