居家办公 Remote Customer Service Support 工作, 薪水 up to MYR 3,000, Sum Capital Partners Pte Ltd 公司招聘中 - Ricebowl

Customer Support Executive

Role Overview

The Customer Support Executive is responsible for handling day-to-day customer enquiries, problems, complaints and service requests.

The role is focused on ensuring customers receive fast, clear and accurate responses, while making sure every issue is properly tracked through to resolution.

Customer Support Executives are expected to take ownership of customer issues, coordinate with internal teams where necessary, and escalate problems promptly when they cannot be resolved directly.

The goal is not simply to reply to customers, but to make sure their issues are actually resolved.

Key ResponsibilitiesCustomer Enquiries & Support

• Respond to customer enquiries across the company's support channels.
• Provide clear, accurate and professional responses.
• Understand the customer's issue before providing a solution.
• Resolve common customer problems independently wherever possible.
• Avoid unnecessary back-and-forth communication with customers.
• Provide customers with clear next steps and expected timelines.
• Follow up on unresolved cases until they are completed.

Issue Ownership

Every customer issue should have a clear owner.

Customer Support Executives are responsible for:

• Recording customer issues accurately.
• Ensuring the correct issue category and priority is assigned.
• Gathering all required information before escalating a case.
• Following up with the relevant internal department.
• Keeping the customer updated while the issue is being investigated.
• Ensuring cases are not left unattended or forgotten.
• Confirming that the issue has been resolved before closing the case.

Passing an issue to another department does not automatically mean the issue is completed.

The Customer Support Executive should continue monitoring the case until there is a clear resolution.

Escalation

Customer Support Executives must recognise when an issue requires escalation.

Examples may include:

• Repeated customer complaints.
• Urgent operational issues.
• Missing or incorrect orders.
• Inventory discrepancies.
• Delivery problems.
• System or technical issues.
• Billing or payment disputes.
• Cases that have exceeded the expected resolution timeline.
• Problems that cannot be resolved using existing procedures.

Escalated cases should contain all relevant information so that the next team can act quickly without having to repeat the investigation.

Customer Communication

• Communicate professionally and respectfully with customers.
• Keep explanations simple and easy to understand.
• Avoid providing information that has not been verified.
• Clearly communicate delays when additional investigation is required.
• Manage customer expectations appropriately.
• Provide regular updates for longer-running cases.
• Avoid leaving customers without an update while waiting for another department.

Ticket & Case Management

• Ensure every customer issue is properly recorded in the company's support or ticketing system.
• Maintain accurate notes and case histories.
• Update ticket statuses correctly.
• Follow internal SLA and response-time requirements.
• Review outstanding tickets regularly.
• Prioritise urgent and overdue cases.
• Close tickets only when the issue has been properly resolved or the appropriate resolution has been communicated.

Working With Internal Teams

Customer Support acts as the connection between customers and internal operations.

The role may require coordination with teams including:

• Operations
• Warehouse
• Fulfilment
• Delivery and logistics
• Finance
• Technology
• Sales
• Account Management
• Management

Customer Support Executives should provide internal teams with clear information about the problem, what has already been checked and what action is required.

Identify Recurring Problems

Customer Support staff are often the first people to notice recurring customer problems.

They are expected to:

• Flag repeated complaints.
• Identify patterns in customer enquiries.
• Report recurring operational problems to the Customer Success Manager.
• Suggest improvements to processes where appropriate.
• Highlight situations where existing SOPs are unclear or ineffective.
• Help improve internal troubleshooting guides and knowledge bases.

The objective is not only to solve today's issue, but to help reduce the number of similar issues in the future.

Key Performance Indicators

Performance may be measured using metrics such as:

• First response time.
• Average resolution time.
• Number of tickets resolved.
• Percentage of tickets resolved within SLA.
• Number of overdue tickets.
• Number of reopened cases.
• Customer satisfaction.
• Quality and accuracy of responses.
• Escalation quality.
• Outstanding ticket backlog.
• Repeat customer contacts for the same issue.

Speed is important, but cases should not be closed simply to improve response or resolution statistics.

The priority is accurate and complete resolution.

Key Objective

The core objective of the Customer Support Executive is:

To make sure every customer receives a fast response, clear communication and proper resolution to their issue.

A successful Customer Support Executive should help achieve:

• Faster resolution of customer issues.
• Fewer unanswered or forgotten cases.
• Fewer repeated customer follow-ups.
• Clearer communication.
• Better coordination between departments.
• Higher customer satisfaction.
• Lower ticket backlog.
• Better visibility of recurring operational problems.

Requirements

• Strong written and verbal communication skills.
• Good organisational skills.
• Strong attention to detail.
• Ability to manage multiple customer cases simultaneously.
• Comfortable following established processes and SOPs.
• Ability to remain calm when dealing with frustrated customers.
• Strong sense of responsibility and ownership.
• Ability to work with different internal departments.
• Comfortable using customer support, CRM or ticket management systems.
• Basic ability to analyse problems and determine the appropriate next action.
• Willingness to learn and continuously improve.

Ideal Candidate

The ideal candidate does not think:

“I have replied to the customer, so my job is done.”

Instead, they think:

“Has the customer's problem actually been solved?”

They should be proactive in following up, comfortable chasing internal teams when necessary, and disciplined about ensuring that customer issues do not fall through the cracks.

Pay: RM2,000.00 - RM3,000.00 per month

Work Location: Remote