Customer Service Executive – KUALA LUMPUR


Customer Support:

  • Act as the primary liaison for enterprise customers in the region, addressing their inquiries, concerns, and requests across multiple communication channels (e.g., phone, email, chat).
  • Resolve customer complaints and issues promptly to ensure maximum satisfaction.

Problem Solving:

  • Analyse customer problems and collaborate with the technical team to diagnose and resolve technical issues.
  • Develop and implement effective solutions to meet customers’ technical and service requirements.

Training and Documentation:

  • Develop comprehensive training materials to educate both customers and team members.
  • Guide customers through the implementation process, ensuring a seamless transition to our platforms.
  • Maintain and update customer support documentation to empower customers to resolve issues independently.

System Parameter Maintenance:

  • Conduct routine and ad hoc maintenance on system parameters, including multi-language platforms, content management, and customer authentication.
  • Streamline parameter maintenance processes to enhance efficiency and quality.

Feedback Collection:

  • Gather and organize customer feedback and suggestions, providing regular reports to product and operations teams.
  • Proactively identify customer needs and provide personalized recommendations to enhance their experience.
  • Collaborate with product operations teams to suggest improvements to products or services based on customer feedback

Customer Satisfaction Survey:

  • Conduct periodic customer satisfaction surveys, analysing data and proposing actionable insights for service enhancement.
  • Develop and implement plans to improve overall service levels based on customer feedback.


  • Collaborate with cross-functional teams to ensure timely resolution of customer issues.
  • Provide internal training and reports to foster better understanding of customer needs within the team.


Educational Qualifications and Experience:

  • Bachelor’s degree or higher in relevant fields.
  • Minimum of 3 years of experience in customer service or technical support roles, with managerial experience preferred.


  • Fluent in English; proficiency in Mandarin to liaise with Chinese associate.
  • Familiarity with enterprise management systems, collaboration tools, or project management software preferred.
  • Excellent communication skills, capable of conveying information clearly and courteously to customers.
  • Strong problem-solving and decision-making abilities, with the capacity to address diverse customer issues promptly.
  • Proficient in using real-time messaging tools.
  • Solid technical understanding to effectively communicate product features.
  • Strong teamwork and coordination skills.


  • Patient, friendly, and adept at handling pressure and complex customer situations with composure.
  • Attentive to customer experience and detail oriented.
  • Passionate about the service and IT industry, with a positive attitude toward addressing customer needs.
  • Quick learner, able to grasp new product and service knowledge efficiently.


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