Customer Support

• Process sales orders (SO) accurately and in a timely manner using various software systems.
• Proactively manage order processing and follow up through to successful delivery.
• Coordinate with both internal and external stakeholders on order-related issues, including Sales & Marketing, Buyers, and Warehouse teams.
• Engage with customers by responding to order and service-related enquiries, providing information on order status and potential service issues.
• Prepare order and service reports by collecting and analysing customer information.
• Resolve order or service issues by clarifying customer complaints, identifying the root cause, explaining possible solutions, or escalating the matter to the appropriate department or personnel. Follow up to ensure timely resolution.
• Process staff purchases and complimentary goods requests.
• Process credit notes or debit notes for orders with pricing discrepancies.
• Process return orders and follow up on all operational issues until closure.
• Ensure continuity of service through inter-departmental cross-training and follow-up support.
• Support improvement and enhancement projects assigned by management.

Customer Service Executive, Order Management

• Provide customer support via live chat and email in Mandarin and English
• Deliver accurate, efficient, and high-quality customer service experiences
• Assist users with platform-related inquiries, account issues, and service requests
• Monitor and follow up on customer concerns and escalations
• Identify operational risks, discrepancies, and process improvement opportunities
• Collaborate with internal teams to ensure seamless customer support operations
• Maintain up-to-date knowledge of cryptocurrency products, trading platforms, and market developments
• Contribute to customer satisfaction and overall service performance

Mandarin-Speaking Customer Support Representative

• Assist players in Simplified Chinese and English, delivering exceptional support through tickets and live chat
• Help resolve gameplay and technical issues while providing a best-in-class customer experience to a global gaming community
• Thrive in a fast-paced environment and take pride in delivering outstanding written support

Bilingual Gaming Customer Support – Simplified Chinese, English

• Respond to customer enquiries through phone, email, live chat, social media, and other communication channels in a timely and professional manner.
• Provide accurate information on the products, features, troubleshooting, warranty policies, promotions, and services.
• Resolve customer issues efficiently while ensuring a positive customer experience.
• Escalate complex cases to the relevant teams when required and follow through until resolution.
• Support customers with order enquiries, delivery tracking, returns, exchanges, and payment-related matters.
• Coordinate warranty claims, repair requests, and service appointments with authorised service centres and internal stakeholders.
• Follow up on service cases and keep customers informed of progress and resolutions.
• Ensure all after-sales processes are handled in accordance with company policies and service standards.
• Handle customer complaints professionally and effectively, aiming to achieve first-contact resolution whenever possible.
• Identify customer concerns and provide appropriate solutions while maintaining a positive brand image.
• Support service recovery efforts and ensure customer issues are resolved promptly and satisfactorily.
• Gather customer feedback and highlight recurring issues or improvement opportunities.
• Accurately document customer interactions, enquiries, and case details in the CRM system.
• Maintain customer records and ensure all information is updated and complete.
• Process service-related documentation, warranty claims, and administrative tasks accurately.
• Support reporting and tracking of customer service activities and performance metrics.
• Work closely with Retail, Logistics, Service Centres, Technical Support, E-commerce, and Commercial teams to resolve customer issues.
• Support product launches, campaigns, and operational initiatives by providing customer service insights and feedback.
• Assist in identifying process improvements that enhance operational efficiency and customer satisfaction.

Customer Service Executive

• Provide inbound customer support by phone and in writing within the travel sector
• Assist customers with holiday planning and support sales efforts
• Advise customers on the client’s products
• Deliver high customer satisfaction to encourage repeat contact
• Handle call documentation and follow-up tasks

Customer Support (Travel) — German & English

• Deliver prompt, high-quality, and professional service to walk-in customers for both General and Life Insurance needs, including: Insurance purchase/renewal, Policy endorsements, Customer enquiries, Handling complaints, Claims processing.
• Provide support through multiple communication channels, including telephone and email.
• Maintain comprehensive and up-to-date knowledge of AGIC (Allianz General Insurance Company) and ALIM (Allianz Life Insurance Malaysia) products and services.
• Ensure the issuance of Motor and Non-Motor Insurance policies complies with company guidelines.
• Collect payments on a Cash Before Cover (CBC) basis for walk-in customers.
• Issue official receipts immediately upon receiving payments.
• Manage and control daily collections, balancing, and reconciliation for Life Insurance transactions.
• Safeguard collections, cash floats, and security documents.
• Handle returned cheques efficiently.
• Prepare and submit ad-hoc reports to the Accounts Department within the specified Turnaround Time (TAT).
• Ensure accurate and timely issuance of receipts for all transactions.

• Support the day-to-day management of Customer Care teams across multiple markets to ensure efficient and effective service delivery.
• Provide guidance and coaching to team members on order management, returns processing, and customer issue resolution
• Monitor team performance against established service KPIs, including order accuracy, response times, and returns/dispute management.
• Assist in identifying training needs and support the development of team capabilities.
• Handle escalated customer issues and work with relevant stakeholders to achieve timely resolution.
• Support the Customer Care workstream during the SAP S/4HANA implementation by representing operational requirements and providing subject matter expertise.
• Assist in project delivery including requirements gathering, testing (UAT), data migration validation, training, and go-live support.
• Work closely with the Customer Care Manager to support project team, IT, and business stakeholders to align systems with service workflows and customer experience objectives.
• Support change management initiatives and help drive user adoption across the customer care team.
• Support analysis of service and order management data to identify trends and improvement opportunities.
• Work closely with Sales, Supply Chain, Logistics, Finance, and other functions to resolve operational issues and improve customer outcomes.
• Contribute to initiatives aimed at improving customer satisfaction, operational efficiency, and service quality.

Assistant Manager, Customer Service

• Provide customer service to clients via live chat, phone call, and email;
• Keep clients updated on the status of their requests, providing clear and concise communication;
• Identify, escalate and communicate complex issues to the appropriate specialist via CRM, ensuring timely resolution.
• Ensure compliance with market-specific regulatory requirements;
• Verify documents submitted by clients within specific regions while adhering to regulatory requirements;
• Prepare and interpret reports and documentation.
• Attend company seminars to stay up to date with the company's business functions and roles.
• Meet quarterly KPI targets set by the CS Manager, demonstrating strong performance.
• Collaborate with the BD team to develop business strategies aligned with trends & customer needs.
• Undertake other ad hoc tasks assigned by the manager.

Customer Support jobs in Malaysia

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Customer Service Executive, Order Management

Mandarin-Speaking Customer Support Representative

Bilingual Gaming Customer Support – Simplified Chinese, English

Customer Service Executive

Customer Support (Travel) — German & English

Customer Service Executive

Assistant Manager, Customer Service

Customer Support, English Speakers