Key Facts

Remote From:

Malaysia

Category: Customer Service Director

Full time

Mid-level (2-5 years)

, English

Hard Skills

Customer Complaint Resolution Customer Relationship Management User Feedback Aftercare Escalation Management Cross-Selling LiveChat Communication Platforms Upselling Project Coordination +3 more

Other Skills

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Customer Service
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Communication
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Adaptability
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Teamwork
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Proactivity
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Solutions Focused
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Detail Oriented
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Social Skills
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Problem Solving

Roles & Responsibilities

Excellent communication skills in Cantonese, Mandarin, and English (spoken and written).
Minimum 2 years of experience in customer service, preferably in the e-commerce industry.
Proficient in using CRM tools and comfortable with digital communication platforms.
Customer-first mindset with a proactive, solution-oriented attitude; ability to work in a fast-paced, dynamic environment.

Requirements:

Respond to customer inquiries and complaints promptly via phone, email, live chat, and other platforms.
Provide clear, accurate, and up-to-date information about products, services, promotions, and policy changes.
Investigate and resolve customer issues, coordinating with internal teams as needed, and follow up to ensure satisfaction.
Document all interactions, complaints, and resolutions in the CRM system with accuracy and attention to detail.

Job description

Customer Service Executive
Location: Kuala Lumpur, Malaysia
Industry: e-Commerce / Digital Services
Employment Type: Full-Time

About the Role

We are looking for a dedicated and customer-focused Customer Service Executive to join our team. In this role, you will be the frontline representative of our brand, responsible for providing outstanding service to our customers across multiple channels. You'll handle inquiries, resolve complaints, and help ensure a smooth and positive experience for every customer interaction.

Key Responsibilities

Respond to customer inquiries and complaints promptly via phone, email, live chat, and other platforms.
Provide clear, accurate, and up-to-date information about products, services, promotions, and policy changes.
Investigate and resolve customer issues, coordinating with internal teams as needed, and follow up to ensure satisfaction.
Document all interactions, complaints, and resolutions in the CRM system with accuracy and attention to detail.
Communicate customer feedback and insights to management and other teams for service and product improvement.
Identify upsell opportunities and promote relevant products or services to enhance the customer experience and drive revenue.

Requirements

Excellent communication skills in Cantonese, Mandarin, and English (both spoken and written).
Minimum of 2 years of experience in customer service, preferably in the e-commerce industry.
Strong problem-solving and interpersonal skills.
Proficient in using CRM tools and comfortable with digital communication platforms.
Customer-first mindset with a proactive, solution-oriented attitude.
Ability to work in a fast-paced and dynamic environment.