Customer Service Executive

The position reports to the Head, Customer Service

Job Overview:

The Customer Service Executive is responsible for delivering high-quality customer support to business subscribers of the TIME dotCom. The role involves handling customer enquiries, troubleshooting basic internet connectivity issues, managing service requests, billing enquiries, complaints, and coordinating with technical teams to ensure timely resolution of customer issues.

The executive serves as the first point of contact and plays a critical role in maintaining customer satisfaction, service reliability perception, and retention.

Your work life:

• Customer Interaction
  • Handle inbound and outbound customer interactions via phone, email and walkins.
  • Provide accurate information regarding internet services, plans, installation, billing, promotions and all other enquiries.
  • Assist customers with service enquiries, requests, complaints, and feedback.
• Technical Support (Level 1)
  • Perform basic troubleshooting for internet connectivity issues, including:
  • Router/modem reboot and configuration
  • WiFi connectivity issues
  • Speed related complaints
  • Basic LAN connectivity checks
  • Guide customers through step-by-step troubleshooting procedures.
  • Identify whether issues are customer premise equipment, access network, or backbone related.
• Case Management
  • Log customer interactions accurately in CRM/ticketing systems.
  • Ensure proper case ownership and follow-through until resolution.
  • Escalate unresolved or complex issues to Level 2 Technical Support or Service Operations Centre (SOC).
  • Monitor open tickets and update customers on progress.
• Service Coordination
  • Schedule installation, relocation, and technical support appointments.
  • Coordinate with field technicians and technical teams.
  • Follow up on service restoration or installation completion.
• Billing & Account Support
  • Assist customers with billing enquiries, payments, and account information.
  • Explain invoices, charges, service upgrades, and contract terms.
  • Support billing dispute investigations where required.
• Complaint Handling
  • Manage customer complaints professionally and empathetically.
  • De-escalate difficult situations and maintain positive customer experience.
  • Ensure complaints are logged and resolved according to company SLA.
• Quality & Compliance
  • Adhere to call centre SOPs, service level agreements (SLAs), and quality standards.
  • Maintain data confidentiality and comply with company policies.
  • Achieve individual KPIs such as:
  • First Call Resolution (FCR)
  • Customer Satisfaction (CSAT)
  • Average Handling Time (AHT)
  • Ticket closure SLA

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT)
• First Call Resolution Rate
• Ticket Resolution SLA Compliance
• Average Handling Time (AHT)
• Quality Assurance Score
• Customer Retention Support

To be considered, you’ll need:

• Education
  • SPM graduate or Diploma in Telecommunications, Information Technology, Business Administration, or related field.
  • Equivalent work experience may be considered.
• Experience
  • 1–3 years experience in customer service, call centre, or ISP/telecom environment preferred.
  • Fresh graduates with strong communication skills may be considered.
• Technical Skills
  • Basic understanding of internet technologies:
  • Fiber broadband
  • GPON / FTTO networks
  • WiFi routers and network
• Familiarity with:
  • CRM systems
  • Ticketing systems
  • Call centre platforms
• Basic troubleshooting knowledge for:
  • DNS issues
  • Router configuration
  • Speed tests
  • Network connectivity checks
• Soft Skills
  • Excellent communication and interpersonal skills
  • Strong problem-solving ability
  • Customer-focused mindset
  • Ability to work under pressure
  • Good documentation and case management skills
  • Ability to handle difficult customers professionally

Working Conditions:

• Shift-based environment including weekends and public holidays
• Contact centre / service desk environment
• High interaction volume with customers

Preferred Attributes:

• Experience supporting fiber broadband customers
• Technical troubleshooting capability
• Multilingual ability (English, Bahasa Malaysia, Mandarin or Tamil)

Our Commitment to You
At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.
• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.
• Employee assistance during life’s big moments, from celebrations to times of bereavement.
• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.
• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.

*Only shortlisted candidates will be notified.