Customer Service Representative

About the position

We, SummitNext Technologies Sdn. Bhd. , are a BPO and Technology Solutions provider, where innovation meets excellence. As we continue our rapid expansion, we are seeking talented individuals to join our team as Customer Service Representatives , playing a crucial role in maintaining the integrity of our E-commerce platform while delivering high-quality customer support and operational excellence. Position Customer Service Representative (English & Malay, Work in Office) Location Office – Bangsar, Kuala Lumpur Job Description Support AI model training through annotation and customer interaction insights. Analyze logs and user feedback using data-driven methodologies to improve coverage, resolution rates, and overall customer satisfaction. Recommend and monitor key performance indicators (KPIs) and evaluation metrics for customer service processes and AI-powered products. Prepare detailed reports and provide actionable insights based on analysis findings. Review, update, and maintain the knowledge base for chatbots and the customer service center. Perform other ad hoc tasks as assigned by management. Job Requirements Educational Background: Diploma and above in any field. SPM graduates are also welcome to apply. Experience: Minimum 6 months of experience in call center customer service / AI / chatbot training is preferred. Candidates without relevant experience but with a strong willingness to learn are encouraged to apply. Language Skills: Excellent communication skills in English and Malay (written, verbal, and listening). Technical Skills: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) for documentation, reporting, and data analysis. Customer-oriented mindset with good interpersonal skills; willing to learn and a team player. Ability to work in a fast-paced environment and perform under pressure. Strong attention to detail to ensure accuracy and compliance with platform governance standards. Job Type Full-time, rotational shift, 5 days a week Benefits EPF, SOCSO Birthday Leave Annual Leave, Maternity Leave, Parental Leave, etc. Opportunities for promotion Professional development Expected Start Date Immediately Know more about us at: Glassdoor: https://www.glassdoor.com/Reviews/SummitNext-Technologies-Reviews-E7227743.htm Instagram: https://www.instagram.com/summitnexttechnologies LinkedIn: https://www.linkedin.com/company/summitnext-technologies/ Website: https://summitnext.my/

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