Customer Support Coordinator

Job Title: Customer Support Coordinator
Working Hours: US Support Hours / Rotational Shift (9:00 AM – 6:00 PM | 1:00 PM – 10:00 PM | 10:00 PM – 7:00 AM (overnight shift)
Work Arrangement: 2 Days WFH

Job Summary

The Customer Support Coordinator is responsible for handling customer inquiries, complaints, and support requests during US support hours on a rotational shift basis. This role serves as the first point of contact for customers, ensuring issues are properly documented, prioritised, and directed to the relevant support teams. The ideal candidate has strong communication and problem-solving skills, excellent attention to detail, and experience using Zendesk or similar customer support platforms.

Key Responsibilities

1. Customer Communication and Call Handling

• Serve as the first point of contact for customer inquiries, complaints, and support requests.
• Communicate professionally and empathetically to understand customer concerns and provide timely updates.
• Maintain positive customer relationships by ensuring clear communication throughout the support process.
• Handle incoming calls and support requests in a professional and customer-focused manner.

2. Issue Identification and Coordination

• Ask relevant questions to understand customer issues, identify possible root causes, and gather the necessary information.
• Assess and prioritise support requests based on urgency, impact, and established procedures.
• Assign or escalate tickets to the appropriate technical or support teams for further investigation and resolution.
• Monitor outstanding cases and follow up with relevant teams to ensure timely progress.

3. Zendesk and Ticket Management

• Use Zendesk or similar CRM and ticketing systems to record, track, update, and manage customer support cases.
• Maintain accurate documentation of customer interactions, reported issues, troubleshooting steps, and escalation details.
• Ensure tickets are categorised, prioritised, and assigned correctly.
• Track ticket status and ensure proper follow-up until the issue is resolved or handed over to the relevant team.

Pay: RM1,700.00 - RM6,000.00 per month

Work Location: Hybrid remote in Kuala Lumpur