The Role
Role Overview
We are looking for a Senior Customer Service Executive to join our regional team based in Malaysia. Reporting to the Head of E-Commerce, you will lead day-to-day customer support operations across multiple Southeast Asian markets (MY, SG, ID, HK, VN). This role supports a high-growth regional e-commerce business across Southeast Asia, with direct exposure to operations, marketing, and leadership teams.
Role Purpose
To handle escalated customer issues, maintain high customer satisfaction, support junior CS team, and define standards/process improvements across markets (MY, SG, ID, HK, VN). You will be expected to uphold CS performance standards across markets, using tools and data to improve customer satisfaction and efficiency.
Key Responsibilities
- Manage high-complexity or escalated support tickets (returns, refunds, shipments, cross-border issues)
- Monitor KPIs: response time, resolution time, CSAT / NPS
- Ensure KPIs are met including first response time, resolution time, CSAT/NPS targets, and escalation rate
- Provide coaching/training to junior CS executive(s)
- Develop and maintain knowledge base/support workflows
- Liaise with operations, logistics, and marketplace partners to resolve root causes of recurring issues
- Help localize support (language, cultural nuance) for different markets
Workdays: MonSat
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:
- 35 years in customer service in e-commerce/marketplace environment
- Strong communication skills; ability to handle difficult customer conversations
- Multilingual is a plus (English + Bahasa Malaysia + Mandarin/Cantonese, possibly Vietnamese/Indonesian)
- Good problem-solving, process orientation
- Familiarity with CS tools (e.g., Zendesk)
- Experience with regional operations or multi-country e-commerce is a strong advantage
- Comfortable working in a fast-paced, cross-functional environment
Reports to: Head of E-Commerce
What's on Offer
- Opportunity within a company with a solid track record of performance
- Join a market leader within Apparel & Sporting Goods
