AI-Driven Customer Support Specialist

Inphosoft Malaysia

Kuala Lumpur

On-site

MYR 45,000 - 56,000

Full time

8 days ago

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Job summary

Actxa Pte Ltd is seeking a Customer Care Executive to provide responsive, professional support to customers. You will be a key contact for enquiries, service requests and product issues, performing initial troubleshooting and coordinating with internal teams for deeper investigations.

You will use Zendesk, LiveDesk or similar tools to manage cases and leverage AI tools to improve productivity, communication and support quality.

Qualifications

Diploma or Bachelor’s degree in a relevant discipline or equivalent practical experience.
3–5 years of experience in customer service or support roles preferred.
Strong written and verbal communication skills.
Customer-focused, patient and professional when handling enquiries and complaints.
Good troubleshooting and problem-solving skills.
Able to explain technical information clearly to non-technical customers.
Proficient in Zendesk or similar helpdesk platforms.
Comfortable using AI tools for drafting responses, summarising cases and updating knowledge bases.
Able to review AI-generated content for accuracy.

Responsibilities

Respond to customer enquiries and support requests across designated channels in a timely and professional manner.
Understand customer concerns, clarify needs and provide clear, accurate responses.
Take ownership of cases from initial contact through resolution.
Keep customers informed of progress, next steps and follow-ups.
Handle concerns with professionalism, empathy and good judgment.
Maintain accurate records of interactions and outcomes.
Perform initial troubleshooting for common issues and guide customers through steps.
Elevate issues requiring further investigation to internal teams with clear escalation information.
Coordinate with Product, Engineering and other teams on open issues.