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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
4
Clerical Support Workers
Sub-Major Group
42
Customer Services Clerks
Minor Group
422
Client Information Workers
Unit Group
4222
Contact Centre Information Clerks
Minor Unit Group
MASCO Code
4222-01
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Customer Service Officer/Clerk assists customers by providing information, processing orders and transactions, and addressing enquiries and complaints to ensure effective service delivery. They act as the frontline contact, maintain accurate customer records and coordinate with relevant departments to resolve issues. The role supports customer satisfaction and retention through consistent application of service procedures and monitoring of service quality.
Tasks
Receive and respond to customer inquiries via phone, email, live chat, or face-to-face.
Process customer orders, returns, payments, and related service transactions accurately.
Maintain and update customer information and service records in the system.
Handle routine customer complaints and refer complex cases to supervisors or relevant departments.
Provide accurate information on products, services, procedures, and company policies.
Provide information on suitable products or services and direct customers to the appropriate personnel when necessary.
Coordinate with internal teams to ensure prompt follow-up and resolution of customer issues.
Document customer interactions, complaints, and actions taken for service monitoring and follow-up.
Prepare routine reports related to customer service activities and service performance.
Follow company procedures and service standards in delivering customer support.
Skills
Basic
Ability to resolve customer issues through basic problem-solving and sound judgement.
Attention to detail for accurate data entry, record-keeping, and clerical tasks.
Basic computer proficiency, including use of office applications and customer relationship management systems, with effective time management in fast-paced environments.
Interpersonal skills with patience, empathy, and a customer-focused service orientation.
Strong verbal and written communication skills, including multilingual ability, to engage effectively with diverse customers.
Specific
Familiarity with ticketing and helpdesk platforms to track and resolve customer issues.
Knowledge of conflict resolution and complaint handling procedures.
Knowledge of order processing and workflow coordination.
Knowledge of product lines and service offerings.
Proficiency in administrative support and accurate data entry.
Proficiency in managing multi-channel communication through phone, email, live chat, and face-to-face service.
Proficiency with Customer Relationship Management (CRM) software or proprietary systems.
Understanding of data protection and privacy regulations.
Additional Info
QUALIFICATION
Sijil Pelajaran Malaysia (SPM) or Equivalent
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