Position Overview
We are looking for an experienced and proactive Senior Customer Service Executive to join our team. In this role, you will take ownership of complex customer inquiries, ensure high-quality resolutions, and help drive continuous improvements across our support operations. You will serve as a trusted escalation point, providing guidance and support to both customers and junior team members.
This position requires strong communication skills, problem-solving ability, and a deep commitment to delivering an exceptional customer experience. If you thrive in a dynamic environment and enjoy taking initiative, this role is a great fit.
Key Responsibilities
- Handle customer interactions (mainly via live chat and calls) with high accuracy, professionalism, and ownership.
- Take the lead on complex cases, ensuring timely follow-ups, thorough investigation, and complete resolution.
- Maintain strong product knowledge to guide customers effectively and support team members when needed.
- Act as an escalation point and provide coaching, support, and best practices to junior Customer Service Executives.
- Identify customer trends, recurring issues, and service gaps, and work with internal teams to drive improvements.
- Provide structured feedback to management on service quality, workflow efficiencies, and customer insights.
- Uphold service level standards, company policies, and compliance requirements.
- Contribute to a positive, collaborative, and high-performance team culture.
Requirements
- Full work-from-office at 1 Tech Park, Bandar Utama.
- Able to work shift hours; 5.5 working days per week.
- Minimum Diploma or Degree in any field.
- At least 3+ years of customer service experience, preferably in a high-volume or fast-paced environment.
- Strong command of English and Bahasa Malaysia.
- High attention to detail, strong analytical thinking, and a solutions-driven mindset.
- Able to manage pressure, multitask effectively, and handle challenging situations with professionalism.
- Strong empathy and communication skills, with a customer-first mindset.
- Immediate starters are an added advantage.
- Full training and onboarding provided.
Benefits
- International work environment with a flat and agile organization.
- Supportive, results-driven team culture.
- Continuous learning, training, and development opportunities.
- Fast-paced environment with meaningful and impactful work.
- Competitive salary package.
- Casual work attire.
