Customer Support Executive

About the role

We are looking for a responsive, proactive and highly organised Customer Support Executive to manage customer communication and ensure every customer receives timely and professional support. You will be responsible for owning customer cases from first contact until resolution, following up proactively, maintaining accurate customer records, and identifying issues that require escalation.

Key responsibilities

• Manage daily customer enquiries through WhatsApp and other company communication channels.
• Respond and acknowledge customer messages promptly and professionally.
• Take ownership of customer cases from initial enquiry until resolution.
• Proactively follow up on pending customer matters without waiting for reminders from management.
• Monitor outstanding cases and ensure no customer enquiry or follow-up is forgotten.
• Support customer onboarding and ongoing programme-related enquiries.
• Coordinate with internal teams to resolve customer issues.
• Identify dissatisfied, inactive or at-risk customers and take appropriate follow-up action.
• Escalate urgent complaints, refund requests, technical issues or sensitive cases to management promptly.
• Maintain an accurate Customer Support tracker with current status, next action and follow-up date.

About you

• Fast and responsive communicator.
• Strong sense of urgency and customer ownership.
• Proactive — does not need to be constantly reminded to follow up.
• Highly organised and able to manage multiple customer cases simultaneously.
• Good written communication in Bahasa Malaysia and English.
• Comfortable communicating with customers through WhatsApp.
• Able to handle difficult customers calmly and professionally.
• Strong attention to detail.
• Able to identify problems and escalate them appropriately.
• Reliable and accountable for assigned responsibilities.