Customer Service Representative

Position : Customer Service Representative

Department : Customer Service

Reports to : Customer Service Director

Locations : Sri Petaling, Kuala Lumpur.
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Company Overview

Lemonfridge Studio Sdn Bhd is the Malaysian arm of Lemonfridge Studio Pte Ltd, a creative and customer-focused interior design firm headquartered in Singapore. We are passionate about delivering quality design services and experiences, and we pride ourselves on being innovative, responsive, and customer-centric.

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KEY RESPONSIBILITIES:

1. Core Service & Support

• Handle customer inquiries from Malaysia and Singapore via phone, email, and chat.
• Escalate complex or unresolved issues to relevant departments with clear context and documentation.
• Maintain accurate and detailed records of all customer interactions using internal systems.
• Meet and exceed service KPIs as set by the management team.

2. Service Recovery & Revenue Conversion

• Execute timely and empathetic service recovery efforts to regain customer trust and satisfaction.
• Re-engage rejected or unresponsive leads through personalized follow-ups.
• Cross-sell relevant sub-products during service interactions where appropriate.

3. Operational Flexibility

• Assist in ad hoc operational tasks to support business needs.
• Undertake special assignments or projects as directed by management.

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JOB REQUIREMENTS:

• Minimum SPM or Diploma in any field.
• Minimum 1 year of experience in customer service; fresh graduates with internship experience are welcome to apply.
• Required language(s): Mandarin, English, Bahasa Malaysia. "We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients."
• Proficient in Microsoft Office and Google Workspace tools.
• Strong interpersonal skills, with core traits including patience, empathy, and a problem-solving mindset.
• Skilled in multitasking and personalizing responses based on customer needs and information provided.
• Always maintains a positive and professional approach in delivering excellent customer service.
• Able to work independently with minimal supervision.

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Why Join Us?

• Be part of a dynamic, growing, and regional team.
• Gain experience serving cross-border clients in Malaysia and Singapore.
• Opportunities for professional development and internal growth.
• Opportunities to travel to outstation/overseas.
• Enjoy a fixed Monday to Friday schedule (10am–6pm) — no shifts.
• Company-wide break during Chinese New Year (approximately 1.5 weeks) to recharge and spend time with loved ones.
• Celebrate life’s special moments — on the eve of major festivities like Hari Raya, Deepavali, Christmas, and New Year, we work half-day so everyone can head home early and enjoy time with loved ones.

Join our dynamic finance team and play a key role in supporting the company's financial operations and
success.