Junior Customer Service Executive

The Role

Role Overview

We are looking for a Junior Customer Service Executive to join our regional team based in Malaysia. You will support customer interactions across multiple Southeast Asian markets, ensuring quick and accurate responses while delivering excellent customer experiences.

Role Purpose

To provide day-to-day customer support for all markets, handling standard enquiries, order tracking, basic returns/refunds, under supervision of Senior CS across markets (MY, SG, ID, HK, VN).

Key Responsibilities

• Respond to customer queries (pre-sales, post-sales, order status, basic issues) via email/chat/messaging
• Escalate more complex tickets to Senior CS
• Follow existing processes, maintain service level agreements (SLAs)
• Update customer records, assist with returns/refunds procedure
• Gather feedback/common issues to feed into Senior CS/Ops
• Maintain target SLAs for response time, resolution time, and issue tagging accuracy
  
  

Workdays: Mon–Sat

Shifts

9:00 AM – 6:00 PM

6:00 PM – 12:00 AM

(Rotation across the two shifts; Saturday availability required)

Ideal Profile

Skills & experience:

• 1–2 years in customer service/support role (preferably e-commerce)
• Good written and verbal communication in English + Bahasa Malaysia + Mandarin/Cantonese; other languages a plus
• Basic familiarity with ticketing tools
• Empathy, patience, ability to follow guidelines
  
  

Reports to: Senior Customer Service Executive

What's on Offer

• Opportunity within a company with a solid track record of performance
• Join a market leader within Apparel & Sporting Goods