Introduction
Welcome to our comprehensive guide on jobs in Malaysia call center. If you are looking for a rewarding career in customer service and are considering working in a call center, then you have come to the right place. In this article, we will cover everything you need to know about jobs in Malaysia call center, including what they involve, the qualifications you need, and how to find these jobs. We hope that by the end of this guide, you will have a better understanding of call center jobs and feel more confident about entering this field.
If you have any questions or comments about this guide, please feel free to leave them in the comments section below. We value your feedback and are always looking for ways to improve our content.
👉 What is a Call Center?
A call center is a centralized department within an organization that handles incoming and outgoing telephone calls from customers. Call centers are typically used by companies to provide customer service or support, telemarketing, and sales functions. In a call center, agents are hired to handle inbound or outbound calls, depending on the company’s needs.
Inbound calls typically involve answering customer queries or solving problems related to a company’s products or services. Outbound calls, on the other hand, involve promoting products or services or conducting surveys or research.
Call center agents are trained to handle different types of calls and are provided with scripts or guidelines to assist them in responding to customer queries or promoting products or services. These agents work in a fast-paced environment and must be able to multitask, handle stress and follow strict schedules.
👉 What Qualifications are Required for a Job in a Call Center?
Most call centers in Malaysia require a minimum of a high school diploma or equivalent. However, some companies may require a bachelor’s degree or relevant experience in customer service, telemarketing, or sales.
Aside from educational qualifications, call center agents are required to have strong communication and interpersonal skills. Good spoken and written English proficiency is highly valued, as most call centers support English-speaking customers. In addition, knowledge of other languages, such as Mandarin or Tamil, is an advantage.
Basic computer skills are also essential, as call center agents use various software applications to manage calls, handle customer data, and access the internet.
👉 How to Find Call Center Jobs in Malaysia?
There are many ways to find call center jobs in Malaysia. You can search online job portals, such as Jobstreet, Indeed, or Monster Malaysia, where call center jobs are frequently advertised. You can also visit call center companies’ websites directly and check their careers page for job openings.
If you have friends or acquaintances working in call centers, you can ask them for referrals or recommendations. Some companies offer employee referral programs that provide incentives to employees who refer successful candidates.
Attending job fairs or career expos is another way to find call center jobs in Malaysia. These events allow job seekers to meet potential employers, learn about job openings, and submit their resumes.
👉 What are the Benefits of Working in a Call Center?
Working in a call center offers several benefits, including:
- Stable employment with a regular income
- Opportunities for career growth and advancement
- Flexible working hours and shift schedules
- Comprehensive training and development programs
- Opportunities to work in a team-oriented and dynamic environment
Some companies also offer other perks and benefits, such as health insurance, paid time off, and incentives for top-performing agents.
👉 What are the Challenges of Working in a Call Center?
Working in a call center also has its challenges. Some of these include:
- Dealing with difficult or irate customers
- Working long hours or night shifts
- Handling repetitive tasks
- Meeting strict performance targets
- Dealing with stress and burnout
However, with the right mindset, training, and support, call center agents can overcome these challenges and thrive in their careers.
👉 What is the Average Salary of a Call Center Agent in Malaysia?
The average salary of a call center agent in Malaysia varies depending on several factors, including the company, location, and experience level. According to PayScale, the average hourly rate for a call center agent in Malaysia is RM 8.99. However, some companies may offer higher rates or bonuses based on performance or tenure.
👉 What Types of Call Center Jobs are Available in Malaysia?
In Malaysia, several types of call center jobs are available, including:
- Inbound customer service
- Outbound telemarketing
- Sales agents
- Technical support
- Back-office support
- Quality assurance analysts
- Team leaders or supervisors
Each type of job requires different skills, experience, and qualifications. Therefore, it is essential to research the job descriptions carefully and apply for positions that match your skills and interests.
Jobs in Malaysia Call Center: A Detailed Explanation
Now that you have an overview of jobs in Malaysia call center let us take a more in-depth look at what these jobs entail. In this section, we will discuss the different types of call center jobs, their responsibilities, and the qualifications required to become a successful call center agent.
👉 Inbound Customer Service Agents
Inbound customer service agents handle incoming calls from customers who require assistance with a product or service. The primary responsibility of an inbound customer service agent is to provide support and resolve the customer’s queries or issues quickly and efficiently.
Some of the typical tasks of an inbound customer service agent include:
- Answering calls promptly and professionally
- Listening to customers’ queries or issues and understanding their needs
- Providing accurate and relevant information to customers
- Resolving customer complaints or issues efficiently and satisfactorily
- Documenting customer interactions and feedback in the company’s systems
To be a successful inbound customer service agent, you need:
- Excellent communication and interpersonal skills
- Problem-solving and analytical skills
- Patient and empathetic attitude towards customers
- Ability to work in a fast-paced environment
👉 Outbound Telemarketing Agents
Outbound telemarketing agents are responsible for making outbound calls to customers to promote or sell products or services. The primary goal of an outbound telemarketing agent is to persuade customers to purchase the company’s products or services by using sales techniques and offering incentives or discounts.
Some of the typical tasks of an outbound telemarketing agent include:
- Initiating outbound calls to customers
- Introducing and promoting the company’s products or services
- Identifying customer needs and offering relevant solutions
- Overcoming objections and closing sales
- Documenting customer interactions and feedback in the company’s systems
To be a successful outbound telemarketing agent, you need:
- Strong communication and persuasion skills
- Sales and negotiation skills
- Ability to handle rejection and objections
- Goal-oriented and self-motivated
👉 Sales Agents
Sales agents are responsible for selling the company’s products or services to customers through various channels, such as telephone, email, or live chat. The primary responsibility of a sales agent is to generate revenue for the company by meeting or exceeding sales targets.
Some of the typical tasks of a sales agent include:
- Contacting potential or existing customers to promote or sell products or services
- Identifying customer needs and offering relevant solutions
- Closing sales and processing orders
- Providing after-sales support and services
- Documenting customer interactions and feedback in the company’s systems
To be a successful sales agent, you need:
- Excellent communication and persuasion skills
- Sales and negotiation skills
- Ability to handle rejection and objections
- Goal-oriented and self-motivated
👉 Technical Support Agents
Technical support agents provide assistance to customers who encounter technical issues or problems with the company’s products or services. The primary responsibility of a technical support agent is to troubleshoot and resolve technical problems quickly and efficiently.
Some of the typical tasks of a technical support agent include:
- Answering technical support calls or emails
- Diagnosing and resolving technical problems
- Guiding customers through technical procedures or instructions
- Documenting technical issues and solutions in the company’s systems
- Escalating complex technical issues to senior support staff or engineers
To be a successful technical support agent, you need:
- Good technical knowledge and skills
- Problem-solving and analytical skills
- Patience and empathy towards customers
- Ability to work in a fast-paced environment
👉 Back-office Support Agents
Back-office support agents provide administrative or operational support to the call center’s frontline agents. The primary responsibility of a back-office support agent is to handle tasks that are not customer-facing, such as data entry, report generation, or quality assurance.
Some of the typical tasks of a back-office support agent include:
- Entering data or updating customer records
- Generating reports and metrics for the call center’s performance
- Conducting quality assurance checks on the frontline agents’ performance
- Providing training or coaching to the frontline agents
To be a successful back-office support agent, you need:
- Good organizational and administrative skills
- Attention to detail and accuracy
- Ability to handle tasks with tight deadlines
- Good communication and collaboration skills
👉 Quality Assurance Analysts
Quality assurance analysts are responsible for ensuring that the call center’s operations meet or exceed the company’s quality standards. The primary responsibility of a quality assurance analyst is to monitor and evaluate the frontline agents’ performance and provide feedback and recommendations for improvement.
Some of the typical tasks of a quality assurance analyst include:
- Monitoring and evaluating the frontline agents’ calls, chats, or emails
- Providing feedback and coaching to the frontline agents
- Developing or revising quality standards and procedures
- Generating quality reports and metrics for the call center’s performance
- Collaborating with the frontline agents, supervisors, or managers to improve quality
To be a successful quality assurance analyst, you need:
- Good analytical and evaluation skills
- Attention to detail and accuracy
- Ability to provide constructive feedback and coaching
- Good communication and collaboration skills
👉 Team Leaders or Supervisors
Team leaders or supervisors are responsible for managing and leading a team of frontline agents in the call center. The primary responsibility of a team leader or supervisor is to ensure that the team meets or exceeds the company’s performance targets and provides excellent customer service.
Some of the typical tasks of a team leader or supervisor include:
- Managing and leading a team of frontline agents
- Setting and monitoring performance targets and objectives
- Providing coaching and training to the team members
- Handling escalated customer complaints or issues
- Generating reports and metrics for the team’s performance
To be a successful team leader or supervisor, you need:
- Good leadership and management skills
- Ability to motivate and inspire a team
- Good communication and collaboration skills
- Good problem-solving and decision-making skills
Table: Call Center Jobs in Malaysia
| Job Title | Description | Qualifications |
|---|---|---|
| Inbound Customer Service Agents | Handle incoming calls from customers who require assistance with a product or service. | High school diploma, good communication skills, patient and empathetic attitude |
| Outbound Telemarketing Agents | Make outbound calls to customers to promote or sell products or services. | High school diploma, strong communication, and persuasion skills, goal-oriented, and self-motivated |
| Sales Agents | Sell the company’s products or services to customers through various channels, such as telephone, email, or live chat. | High school diploma, strong communication and persuasion skills, goal-oriented, and self-motivated |
| Technical Support Agents | Provide assistance to customers who encounter technical issues or problems with the company’s products or services. | High school diploma, technical knowledge and skills, problem-solving and analytical skills |
| Back-office Support Agents | Provide administrative or operational support to the call center’s frontline agents. | High school diploma, organizational and administrative skills, attention to detail and accuracy |
| Quality Assurance Analysts | Ensure that the call center’s operations meet or exceed the company’s quality standards. | Bachelor’s degree or relevant experience, analytical and evaluation skills, attention to detail and accuracy |
| Team Leaders or Supervisors | Manage and lead a team of frontline agents in the call center. | Bachelor’s degree or relevant experience, leadership and management skills, ability to motivate and inspire a team |
FAQs About Jobs in Malaysia Call Center
👉 What Are The Basic Qualifications Required To Work in a Call Center?
The basic qualifications required to work in a call center are a high school diploma or equivalent, good communication and interpersonal skills, basic computer skills, and some call center experience.
👉 What Skills Are Needed to Succeed in a Call Center Job?
The skills needed to succeed in a call center job include excellent communication and interpersonal skills, good problem-solving and analytical skills, ability to handle stress and multitask, strong work ethic and commitment, and basic computer skills.
👉 What Are The Typical Shift Schedules for Call Center Jobs?
Call centers operate 24/7 or have extended business hours, which means that call center agents may need to work in shifts, including evenings, weekends, and holidays. Shift schedules may vary depending on the company’s needs, but most call centers have morning, afternoon, evening, and night shifts.
