Hiring! Part Time Customer Support (Email-Live Chat) in WP Kuala Lumpur - Ricebowl

About the role

CANAAN COMMUNICATIONS is seeking a Customer Support (Email/Live Chat) specialist to join our customer service team on a part-time basis. Based in Kuala Lumpur, this role is essential to delivering exceptional support to our customers through email and live chat channels. You will be the frontline representative of our company, ensuring every customer interaction reflects our commitment to quality service and customer satisfaction. This position plays a vital role in building lasting customer relationships and contributing to our company's reputation for excellence.

Key responsibilities

1. Respond promptly to customer inquiries received via email and live chat, maintaining a professional and courteous demeanour at all times

2. Provide accurate, helpful and timely information to resolve customer issues and answer questions about products and services

3. Document all customer interactions comprehensively in the support ticketing system, ensuring clear records for future reference

4. Troubleshoot common technical and non-technical issues, escalating complex problems to senior team members when necessary

5. Follow company policies and procedures whilst maintaining consistency in customer communication standards

6. Monitor and manage multiple customer conversations simultaneously, prioritising responses based on urgency and complexity

7. Contribute to improving customer service processes by providing feedback on common issues and suggesting process improvements

8. Achieve and maintain agreed-upon performance metrics, including response times and customer satisfaction ratings

What we're looking for

1. Proven experience in a customer service or support role, ideally within a call centre, contact centre or customer-facing environment

2. Strong written communication skills with the ability to craft clear, professional and empathetic responses

3. Excellent typing speed and accuracy, along with proficiency in using email and live chat platforms

4. Ability to manage multiple tasks and prioritise workload effectively in a fast-paced environment

5. Strong problem-solving skills and the ability to think creatively when resolving customer issues

6. Patience, empathy and a genuine desire to help customers achieve positive outcomes

7. Familiarity with customer service ticketing systems and CRM software is advantageous

8. Proficiency in English is essential; additional language skills are highly desirable in a multilingual environment

9. Reliable internet connection and a quiet, professional workspace suitable for part-time remote work (if applicable)

What we offer

1. Flexible part-time working arrangements tailored to suit your schedule and lifestyle

2. Competitive remuneration commensurate with experience and performance

3. Comprehensive training and ongoing professional development opportunities to enhance your customer service skills

4. A supportive and collaborative team environment where your contributions are valued and recognised

5. Career progression opportunities within our growing customer service department

6. Access to employee wellness initiatives and support programmes

7. Modern tools and technologies to help you perform your role efficiently

About us

CANAAN COMMUNICATIONS is a dynamic and forward-thinking organisation committed to delivering outstanding communication solutions and exceptional customer service. Our mission is to support our clients through reliable, innovative and customer-centric services. We pride ourselves on fostering a workplace culture that values professionalism, integrity and continuous improvement. With a diverse team dedicated to excellence, we strive to be an employer of choice in the industry, offering our employees meaningful work and opportunities for growth and development.

Apply now

If you are a dedicated customer service professional ready to make a positive impact, we would love to hear from you. Please submit your application including your CV and a cover letter outlining your customer service experience and why you are interested in joining CANAAN COMMUNICATIONS. We look forward to meeting you.