Community Operations Executive

Kopi Kenangan; Petaling Jaya; On-site; MYR 30,000 - 45,000; Full time

Job summary

A growing company in the F&B sector is seeking customer service agents to handle inquiries and complaints for its coffee brands in Malaysia and Singapore. Ideal candidates should possess strong communication skills, multitasking ability, and may use CRM tools like Zendesk. Training will be provided, making this role suitable for individuals looking to develop their customer support skills.

Qualifications

• Experience in customer service or contact center preferred.
• Ability to communicate well with customers.
• Patient and calm under pressure.

Responsibilities

• Handle customer complaints through multiple channels.
• Manage tickets and track issues using Zendesk.
• Ensure tickets are resolved within 48 working hours.

Skills

Customer service

Multitasking

Communication

Problem solving

Familiarity with CRM tools

Tools

Zendesk

Job description

We’re growing fast and need more help to support our customers in Malaysia and Singapore. If you’re good at handling customer complaints, can multitask, and communicate clearly, we want to hear from you!

Ideal Candidate Profile:

1. Experience in customer service or contact center (F&B or operations is a plus).
2. Can communicate well and clearly with customers.
3. Good at handling many tasks at once.
4. Patient and calm, even when things get busy.
5. Familiar with CRM tools like Zendesk (or willing to learn).
6. Able to support customers from both Malaysia and Singapore.

Responsibilities:

1. Handle customer complaints from WhatsApp, Facebook, Instagram, and Google.
2. Use Zendesk (we provide training) to manage tickets and track issues.
3. Work on around 60 tickets per day, per agent.
4. Make sure tickets are resolved within 48 working hours.
5. Report cases to the operations team for follow-up and recovery.
6. Help process refunds, especially for Kenangan Pay issues.
7. Escalate problems when needed.

More about Kenangan Brands

Kenangan Brands owns multiple brands:

• Kopi Kenangan, a much loved coffee chain store with close to 900 stores across Indonesia;
• Kenangan Coffee Malaysia launched in 2022, where we now have more than 85 stores across Malaysia;
• Kenangan Coffee Singapore launched in 2023, where we now have 7 stores; and
• Kopi Kenangan Hanya Untukmu, our Ready-To-Drink FMCG subsidiary.