Customer Executive – L2 Customer Support

Customer Executive – L2 Customer Support

We are looking for a customer-focused Customer Executive to join our L2 Customer Support team, providing support through email and live chat using Zendesk. The role will support a Mandarin-speaking team, handling escalated customer inquiries, troubleshooting issues, and ensuring timely and effective resolutions.

Responsibilities

• Handle L2 customer inquiries and escalations through email and live chat using Zendesk.
• Investigate and troubleshoot customer issues, providing accurate and timely resolutions.
• Support the Mandarin-speaking team with customer cases and escalations.
• Manage and update Zendesk tickets, including follow-ups, escalations, and case documentation.
• Collaborate with internal teams to resolve complex customer issues.
• Identify recurring issues and provide feedback to improve customer support processes.
• Meet customer service KPIs, SLAs, and response-time targets.
• Maintain a high level of customer satisfaction and service quality.

Requirements

• 3–5 years of experience in Customer Service, Customer Support, or a similar role.
• Experience handling L2 support, escalations, or complex customer inquiries.
• Experience with Zendesk or similar ticketing systems.
• Strong written and verbal English communication skills.
• Ability to communicate in Mandarin to support the Mandarin-speaking team.
• Strong problem-solving, troubleshooting, and multitasking skills.
• Customer-focused with strong attention to detail.
• Willing to work onsite 5x a week

Pay: From RM5,200.00 per month

Benefits:

• Health insurance

Application Question(s):

• How much is your expected salary?
• How many years is your relevant experience?
• Will you require sponsorship to work in Malaysia?
• Are you open working onsite? (KL, Eco City, Jalan Bangsar)
• How many days is your notice period?
• Are you open working on a 1-year contract? (Renewable based on performance)

Work Location: In person