Customer Support Executive

Job Responsibilities

• Handle incoming customer calls and respond to customer inquiries in a professional and timely manner.
• Respond to customer support tickets, emails, and other communication channels.
• Provide information and assistance regarding products, services, application status, and account-related inquiries.
• Escalate complex issues to the appropriate departments for further investigation and resolution.
• Record, update, and maintain accurate customer interaction details in the ticketing system.
• Follow up with customers to ensure issues are resolved and customer satisfaction is achieved.
• Meet established service level agreements (SLAs) and performance targets.
• Collaborate with internal teams to improve customer support processes and service quality.
• Perform any other duties assigned by management from time to time.

Job Requirements

• Diploma or Bachelor’s Degree in Business Administration, Communications, Information Technology, Customer Service, or a related field.
• Excellent verbal and written communication skills in both Bahasa Melayu and English, with strong interpersonal and customer service abilities.
• Basic computer and Microsoft Office skills.
• Ability to multitask and work under pressure.
• Customer-oriented with a positive attitude.
• Experience with ticketing systems or CRM tools is an added advantage.