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MS Specialist
| Department | Member Services |
| Location | Kuala Lumpur, Malaysia |
| Position Type | Full Time |
JOB SUMMARY
- Manage day-to-day operations of Member Services across voice (inbound/outbound calls), chat, and email channels.
- Act as a YL ambassador by ensuring all member interactions are attended to promptly within stipulated SLA times.
- Deliver exceptional service quality in line with KPIs, ensuring effective and timely follow-up on member enquiries and issues.
- Handle basic complaints with professionalism by acknowledging concerns, de-escalating situations, and providing effective solutions or escalation when necessary.
- Maintain accurate and up-to-date member records in the database.
- Liaise with internal departments to resolve member issues and ensure seamless service delivery.
- Provide constructive feedback and support management in reviewing work processes, identifying gaps, and driving continuous improvement.
- Undertake ad hoc tasks or responsibilities assigned by team leaders or management, based on operational requirements.
Essential Duties & Responsibilities
Essential duties and responsibilities include the following (other duties may be assigned):
To fulfil all voice, chat and email related work (inbound & outbound) related to YL products and services. Promptly respond to inquiries for information about company services, regulations, information, and procedures. Respond to members’ request for information in clear and understandable manner.
To align and ensure set KPI for individual and the chat team is always achieved.
Making efforts to understand the customer, both internal and external; anticipating customer needs; giving high priority to customer satisfaction.
Ensure interactions are completed within stipulated timelines that falls under SLA and accurate information or solution is given to member based on their issue.
Working effectively with team members to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus.
Ensure response and update on system and member account is correct and accurate at all times in accordance to SOP set.
Timely follow up performed with e-mail or call back offered and completed to ensure member experience is always taken care of.
To always be respectful, courteous, and responsible in handling chats/emails and members as well as internal stakeholders and team members.
To raise to Management’s attention immediately upon encountering backlash or negative feedback from the members relating to any areas of YL or the leaders’ obligations to the members, inconsistencies in the email/call queries, technical or software difficulties, or any issues preventing the execution or completion of the assigned tasks within the stipulated timelines.
Any additional or ad-hoc call task as assigned by the Management.
Education & Experience
Minimum 2 years of experience in customer service / contact centre industry is required for this position.
Diploma/Degree with relevant customer service experience will be considered.
Excellent command of English (written and spoken) is a must.
Excellent comprehensive and writing skills as well as the ability to articulate well in the form of writing.
Demonstrated ability in handling complaints, problem-solving, and conflict resolution.
High adaptability and willingness to switch between voice and digital platforms as needed.
Work Environment
The work environment is fast-paced and service-driven, focused on accuracy, empathy, and efficiency. Employees will handle high volumes of voice, chat, and email interactions while ensuring prompt and clear responses to members. Strong multitasking skills are required to manage inquiries, updates, and follow-ups within SLA timelines. Collaboration with team members is essential to achieve KPIs and deliver a seamless customer experience. Attention to detail, adherence to SOPs, and a customer-first mindset are critical to success in this role.
ADDITIONAL CODE OF CONDUCT COMPETENCIES
To perform the job successfully, this individual should demonstrate the following competencies:
Attitude – Demonstrate a positive “can do” attitude; show motivation; must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”.
Work Ethics – Must be dedicated, responsible, hard-working, and a team player.
Oral Communication – Speak clearly with customers and employees in all situations; listen and get clarification; respond well to questions; demonstrate positive response to others.
Written Communication – Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; able to read and interpret written information.
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments.
Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.
Attendance, Punctuality, Dependability – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time; follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals.
For interested and qualified applicants, please submit your CV with a cover letter by clicking on the
APPLY FOR THIS POSITION
button. Please indicate clearly the position being applied for in the email. We will contact shortlisted applicants in due time. Thank you in advance for your time and interest.
