Customer Service Executive - 1 Year Contract (Renewable)

About PIF

PIF is a technology platform that connects people through meaningful acts of kindness. By partnering with local merchants and the community, PIF creates opportunities for people to share, connect and support one another through everyday experiences.

We're looking for a passionate and customer-focused Customer Support Executive to join our growing team. This role goes beyond traditional customer service — you'll support both customers and merchant partners while helping deliver an exceptional experience across the PIF platform.

Job Responsibilities:

Customer Support

• Respond to customer enquiries through in-app chat, WhatsApp, email, and occasional phone calls in a timely and professional manner.
• Resolve customer enquiries and issues promptly while maintaining a courteous and empathetic approach.
• Deliver excellent customer service by demonstrating patience and understanding in all interactions.
• Escalate complex cases to the appropriate team or supervisor when necessary.

Merchant Support

• Support merchant onboarding by assisting with account setup and ensuring a smooth registration process.
• Handle merchant enquiries and provide day-to-day operational support to maintain strong merchant relationships.
• Collaborate with the Business Development team to ensure merchants receive a seamless experience on the platform.

Verification & Operations

• Review and verify customer and merchant information in accordance with company standard operating procedures.
• Maintain accurate case records and ensure all operational documentation is properly updated.
• Ensure operational processes are completed correctly and within the required timelines..

Systems & Technology

• Use AI tools to enhance productivity and improve customer support efficiency.
• Operate the company’s BMS Portal and other internal systems effectively to support daily operations.
• Learn and adopt new technologies to continuously improve operational workflows.

Team Collaboration

• Collaborate with Operations, Product, and Business Development teams to achieve company objectives.
• Participate actively in operational improvements and contribute to process optimisation initiatives.
• Share ideas and suggestions to enhance both customer and merchant experiences on the platform.

Requirements

• Candidates possess at least SPM certificate and above.
• Applicants should ideally have between one to three years of experience in Customer Service, Customer Support, Operations, or a related field; however, fresh graduates with strong communication skills are also welcome to apply.
• Strong proficiency in English (spoken and written) is required. Proficiency in Mandarin and Bahasa Malaysia will be considered an advantage to communicate with non-English speaking customer.
• Candidates must be comfortable communicating with customers through chat, email, and phone.
• Familiarity with AI tools such as ChatGPT, Microsoft Copilot, or similar productivity applications is preferred.
• Applicants must be willing to learn and use the company’s BMS Portal and other internal systems.
• Strong communication, problem-solving, and interpersonal skills are essential for success in this role.
• A positive attitude, customer-oriented mindset, and attention to detail are expected.
• Candidates must be able to adapt and perform effectively in a fast-paced startup environment.

Pay: RM3,200.00 - RM4,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person