Nalo Mall Hiring! Full Time Customer Service in Federal Territory, Earn up to MYR 8,000 - Ricebowl

Role Overview

We are looking for a clear, patient, and detail-oriented Customer Support Specialist to guide our users through our Market Research Standard Operating Procedures (SOPs). In this role, you won't just be solving standard account issues; you will act as a knowledgeable peer and coach, helping clients step-by-step to successfully execute data collection, competitor analysis, and market surveying activities according to our established guidelines.

Key Responsibilities

1. SOP Guidance & Process Support

• Step-by-Step Coaching: Provide clear, structured instructions to users executing market research tasks (e.g., target audience profiling, data scraping, product purchasing, or surveying).
• Quality Assurance: Help users troubleshoot data anomalies and ensure their research methodologies align perfectly with internal SOPs.
• Resource Navigation: Direct users to relevant templates, research tools, and documentation to help them complete their tasks independently.

2. Customer Interaction & Inquiry Management

• Multi-Channel Support: Respond to user inquiries via WhatsApp, live chat, and video calls with a warm, helpful, and approachable tone.
• Feedback Loop: Synthesize common user pain points regarding the SOPs and collaborate with the Product/Research teams to update documentation for better clarity.

3. Qualifications & Skills

• Language Skills: Professional proficiency in spoken and written Mandarin is an added advantage (to effectively support Mandarin-speaking clients and understand regional market research nuances).
• Experience: 1–3 years in a customer service, technical support, or user-coaching role. Experience or baseline knowledge in market research, marketing, or data collection is a huge plus.
• Communication: Exceptional ability to break down dense, technical processes into simple, digestible instructions across multiple languages.

Pay: RM3,000.00 - RM8,000.00 per month

Benefits:

• Flexible schedule
• Opportunities for promotion
• Professional development

Work Location: In person