Customer Service Representative Jobs in Malaysia (POEA-approved): Clean & Explore Paradise 🇲🇾✨

Filipinos! Rewarding Customer Service Representatives in Malaysia (POEA)! Explore a beautiful Southeast Asian nation while you work. Filipinos looking for OFW opportunities can find rewarding work here.

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Work abroad as a Filipino customer service representative in Malaysia

Working as an OFW Customer Service Representative in Malaysia offers a unique blend of professional growth and cultural experience. Malaysia's thriving economy and diverse population create a dynamic environment for customer service roles. Companies in Malaysia value multilingual skills, making it an ideal destination for OFWs who can speak multiple languages. The work typically involves handling customer inquiries, resolving issues, and providing product or service information. The demand for customer service representatives is high due to the growing e-commerce and service sectors. Competitive salaries, comprehensive benefits, and opportunities for career advancement are some of the perks of working in this field in Malaysia.

Keypoints:

High demand for multilingual customer service representatives
Competitive salaries and comprehensive benefits
Opportunities for career advancement
Exposure to a diverse and dynamic work environment

Demand: High

The demand for customer service representatives in Malaysia is high due to the rapid growth of the e-commerce and service sectors, which require efficient customer support to maintain customer satisfaction and loyalty.

Growth: High

The growth of customer service roles in Malaysia is driven by the expanding digital economy and the increasing importance of customer experience in retaining competitive advantage.

Job Overview

Job Description

Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
Resolve customer complaints and issues by providing appropriate solutions and alternatives.
Maintain a high level of product knowledge to effectively assist customers with their questions and concerns.
Document all customer interactions and transactions in the company's CRM system.
Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
Collaborate with other departments to address complex customer issues and improve service processes.
Provide feedback to management on recurring customer issues and potential areas for improvement.
Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.
Participate in training sessions to stay updated on new products, services, and customer service techniques.
Adhere to company policies and procedures, ensuring compliance with all relevant regulations.

Qualifications

Minimum age of 21 years old.
High school diploma or equivalent; a college degree is preferred.
At least 1-2 years of experience in a customer service role, preferably in a call center environment.
Proficiency in English; knowledge of additional languages such as Malay or Mandarin is an advantage.
Strong communication and interpersonal skills.
Ability to work in a fast-paced environment and handle stressful situations calmly.
Basic computer skills, including familiarity with CRM software and Microsoft Office.
Valid work visa for Malaysia.
Flexibility to work in shifts, including nights, weekends, and holidays.
Strong problem-solving skills and attention to detail.

Requirements

: A high school diploma or equivalent is typically required.

A bachelor's degree in business administration, communication, or a related field is preferred.

Courses in customer service, communication, and business management are advantageous.

Certification in customer service or related fields can be beneficial.

Proficiency in computer applications and office software is often required.
: Previous experience in customer service roles, preferably in a call center environment, is highly valued.

Experience in handling customer inquiries and complaints effectively is essential.

Familiarity with CRM software and customer service tools is advantageous.

Experience in working with diverse teams and multicultural environments is beneficial.

Proven track record of meeting or exceeding performance metrics in customer service roles.
: Proficiency in English is mandatory for effective communication.

Knowledge of Malay is beneficial but not always required.

Additional languages such as Mandarin or Tamil can be advantageous in certain regions.
: On-the-job training in customer service protocols and company-specific procedures is usually provided.

Training in conflict resolution and problem-solving techniques is essential.

Courses in effective communication and interpersonal skills are beneficial.

Training in the use of CRM software and other customer service tools is often required.

Continuous professional development through workshops and seminars is encouraged.

Compensation

Filipino customer service representatives working in Malaysia often receive various benefits to support their transition and living expenses, including:

Health Insurance: Comprehensive health coverage is often provided, covering medical, dental, and vision care. This benefit is typically mandatory.
Housing Allowance: Some companies offer a housing allowance to help with accommodation costs. This benefit is usually optional and varies by employer.
Transportation Allowance: A transportation stipend may be provided to cover commuting expenses. This benefit is often optional.
Performance Bonuses: Many companies offer performance-based bonuses, which can significantly increase overall compensation. This benefit is typically optional and based on individual or team performance.
Paid Time Off: Employees are generally entitled to paid leave, including vacation days, sick leave, and public holidays. This benefit is mandatory.
Professional Development: Opportunities for training and career advancement are often provided, including workshops, courses, and certifications. This benefit is usually optional.

Trainee salary of customer service representative in Malaysia: ₱20,000.00
Minimum salary of customer service representative in Malaysia: ₱25,000.00
Maximum salary of customer service representative in Malaysia: ₱35,000.00
Note: job offers and specific salary vary from job orders and agencies. Be sure to ask these information during the interview.

What you need to prepare

Applicants are required to present their original documents for verification of documents before forwarding the résumé to the employer.

Document	Description	Mandatory	Agency Assistance
Passport	Valid for at least 6 months from the date of entry.	Yes	No
Employment Contract	Signed by both the employer and employee.	Yes	Yes
Work Visa	Issued by the Malaysian Immigration Department.	Yes	Yes
Medical Certificate	Health clearance from an accredited medical facility.	Yes	Yes
NBI Clearance	National Bureau of Investigation clearance for criminal records.	Yes	No
POEA Overseas Employment Certificate (OEC)	Proof of registration with the Philippine Overseas Employment Administration.	Yes	Yes
Pre-Departure Orientation Seminar (PDOS) Certificate	Certificate of completion of the mandatory seminar.	Yes	Yes
SSS, PhilHealth, and Pag-IBIG Membership	Proof of active membership and contributions.	Yes	No
Training Certificates	Relevant training and skills certificates.	No	No
Passport-sized Photos	Recent photos for various documentation purposes.	Yes	No

Culture of work

Cultural Norms and Expectations in the Workplace

Respect for Hierarchy: Malaysian workplaces often have a clear hierarchical structure. Respect for seniority and authority is expected.
Punctuality: Being on time for work and meetings is crucial. It reflects professionalism and respect for others' time.
Communication Style: Malaysians value indirect communication. Politeness and avoiding confrontation are important.
Dress Code: Business attire is generally expected, though some companies may have a more relaxed dress code.
Work-Life Balance: While dedication to work is important, Malaysians also value a healthy work-life balance.

Tips on Adapting to the Work Environment

Learn the Local Language: While English is widely spoken, learning basic Malay can help in daily interactions and show respect for the local culture.
Be Open-Minded: Embrace the cultural diversity and be willing to learn from your colleagues.
Build Relationships: Networking and building good relationships with coworkers can enhance your work experience.
Stay Professional: Maintain a high level of professionalism in all interactions, respecting the local customs and workplace norms.
Seek Feedback: Regularly ask for feedback to understand how you can improve and adapt better to the work environment.

Frequently asked questions

General questions

: Great question! Layag PH uses your profile which you provide during registration to match you with agencies that have job openings for the position that is perfect for you. The more detailed your profile and information, the better the job matches you'll get. Register now and complete your profile to land your dream job and start your work abroad.
: Yes, all jobs on Layag OFW are sourced from Department of Migrant Workers (DMW) licensed agencies in the country. That said, it is always best to do your own research and trust your instincts. Often times, when offers are too good to be true, then you should be more careful. Ask any questions you may have, always secure your contract, and ask for the agency's license to verify their legitimacy.
: Yes, Layag OFW is completely free to use. Our mission is to reduce unemployment rate in the country and make job hunting easier for Filipino workers. Sign up now to create an account, and we'll handle sending your application to the right agencies so you can start your dream of working abroad. Sa Layag OFW, we believe that OFWs are heroes, and we are on a mission to make work opportunities abroad more accessible to our kababayans.
: While waiting, take care of your requirements. Make sure your passport is valid, secure your NBI clearance, keep a copy of your birth certificate, and practice your interview skills so you’re ready when the opportunity comes. For more tips ang guides, check out our Deployment Guide. Job orders are updated regularly, so don't lose hope. Male sure your profile and experiences are updated to improve your chances of being shortlisted by an agency.