Customer Support Executive

About the Role:

We are seeking a proactive, solution-oriented Customer Support Executive to handle multi-channel customer inquiries and support daily operations. If you excel at structured problem-solving, take full ownership of customer issues, and thrive in a fast-paced environment, we would love to hear from you.

Key Responsibilities:

• Multi-Channel Communication: Promptly respond to client and customer inquiries across email, live chat, and social media channels.
• Smart Escalations: Identify and immediately escalate complex cases or serious complaints that require specialized support.
• Internal Collaboration: Partner with internal teams to troubleshoot and deliver the best possible resolutions for customer issues.
• Process Improvement: Spot recurring customer problems, report them to internal teams, and proactively suggest practical improvements.
• Professional Standards: Maintain a polite, helpful, and professional demeanor while strictly respecting client confidentiality at all times.
• Feedback Loop: Gather and share valuable customer feedback with relevant departments to help improve our products and services.
• Continuous Learning: Proactively familiarize yourself with new products, services, and system updates as they are introduced.

Key Requirements:

• Experience: Minimum 1–2 years of hands-on Customer Support experience in e-commerce or digital services.
• Technical & Tool Skills: Proficient in basic computer skills, Microsoft Office applications (Word, Excel, Outlook), and fast, accurate typing skills. Direct experience using helpdesk software (Zendesk, live chat tools) is strongly preferred.
• Core Competencies: Strong analytical thinking, attention to detail, and a logical approach to troubleshooting.
• Self-Drive & Focus: Ability to retain operational procedures, work independently with minimal supervision, and perform well under pressure.
• Language Skills: Excellent written and spoken English. Proficiency in Mandarin and Bahasa Malaysia is a strong advantage.
• Education: Post-secondary qualification, Diploma, or Degree.

You will love this role if you are:

• An owner. You take full responsibility for problems, double-check details before escalating, and drive tasks to completion by advocating for our values and culture, both internally and externally.
• Hungry to Learn: You actively seek out knowledge, take organized notes to retain processes, and bring a positive, self-driven attitude.