Customer Service Executive

About the Role

This is a dual-channel commercial role responsible for running both the sales and supply sides of Carousell Mobile Malaysia's online operations. You will handle all inbound buyer chats to convert sales, and all inbound supplier chats via Qontak to secure supply collection — then log every conversion in detail into Google Sheets for the operations team to process.

You own the front-end of both channels. Once a supply collection is confirmed, you hand off to the operations team for physical pickup and fulfilment. This role suits someone who is organised, fast with communication, commercially sharp, and takes full ownership of their numbers across both directions.

This role is NOT for you if:

• You think CS means replying and waiting
• You need to be told to follow up
• You treat "the customer didn't reply" as a closed case
• You're looking for a relaxed, WFH-friendly job

This role IS for you if:

• You hate leaving a conversation without a resolution
• You naturally push for the close without being pushy
• You're sharp, fast, and self-directed
• You take ownership — if something goes wrong, you fix it first and report after

What you'll actually do:

• Handle all buyer inquiries on Carousell and our website — respond fast, answer fully, close the sale
• Redirect buyers to available stock when their unit is sold — never let a chat die without an alternative
• Follow up on quiet leads — a buyer who stops replying is not a dead lead
• Coordinate with ops on order fulfilment and shipping timelines
• Flag listing issues (sold units still showing, wrong info) same day

What we need from you:

• Minimum 1 year experience in sales, CS, or retail — phones/gadgets background is a bonus
• Can work 6 days a week, on-site at SS15 Subang Jaya
• Available to start immediately or within 1 week
• Comfortable being measured on conversion, not just response rate