Customer Support Executive (Hybrid)

💬Customer Support Specialist

We are looking for an energetic and proactive Customer Support Specialist to join our team! In this role, you will be the main point of contact for our customers and clients, ensuring smooth communication, resolving queries efficiently, and driving customer satisfaction.

🔑 Key Responsibilities:

• ✉️ Promptly responding to clients and customer queries via email and social media channels.
• 🚨 Immediately escalating serious complaints or issues that you are not equipped to deal with.
• 🤝 Liaising with Operations and Client Success to find the best solutions to customers’ issues.
• 💡 Identifying common problems and escalating them to operations, along with possible suggestions for improvement, wherever possible.
• 😊 Maintaining a polite, helpful, and professional manner at all times.
• 🗣️ Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• 📚 Familiarizing yourself with new products and services as they are introduced.
• 🔒 Respecting client confidentiality at all times.

📌 Key Requirements:

• ⏳ At least 2 years of proven experience in a customer service or customer support role (preferably for digital services).
• 🎓 High school degree; a Bachelor’s degree in Business, Communications, or a related field may be advantageous.
• 🛠️ Practical experience with help desk software (e.g., Zendesk) is required/preferred.
• 🗣️ Superb written and verbal communication skills in English and Malay.
• 🌐 Knowledge of Chinese is a strong plus.
• 🧘 Ability to respond appropriately under pressure with sound judgment and excellent problem-solving skills.
• 🌟 A positive attitude and the ability to build strong relationships with clients.
• ⏰ Flexibility to work irregular hours, when required.

❤️ You will love this role if you are:

• 👑 An owner: You take up problems in your immediate vicinity and solve them. You also advocate for our values and culture, both internally and externally.
• 🌀 Adaptable: Willing to jump into projects and situations with ambiguous details in multiple domains, and make sense of the chaos.
• 🚀 Hungry for growth: Driven by a willingness to go after knowledge and learning to the best of your ability.
• 🤝 A natural communicator: Strong in negotiation and persuasion, enjoying networking sessions, and thriving on making real connections happen!