Customer Care Executive

CaterSpot Malaysia Sdn Bhd; Kuala Lumpur; Hybrid; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Medical benefits

Hybrid working

Open and inclusive culture with open‑h

Progressive time-off that increases

Annual offsite retreat and monthly 팀

Job summary

CaterSpot Malaysia Sdn Bhd is seeking a Customer Care Executive to be at the heart of our customer experience, handling inquiries across phone, chat, email and WhatsApp and ensuring orders run smoothly. You’ll work with restaurant partners and internal Operations, Logistics and Finance teams to resolve issues quickly and keep customers happy, especially during peak lunch hours.

This hybrid role in Kuala Lumpur offers competitive pay, medical benefits and a collaborative, open culture with room

Qualifications

• 2+ years in customer support, preferably B2B or account-facing.
• You own messy cases end to end rather than passing them on.
• You chase things to closure and follow up without being asked.
• You follow a process exactly with SOPs for refunds, food safety and dietary requirements.

Responsibilities

• Carry order problems to closure across customer, caterer and internal teams.
• Handle substitutions and order changes by coordinating with vendors and updating the order in our admin.
• Respond to customers via WhatsApp, chat, email and phone, including live calls during peak lunch rush.
• Apply Service Recovery SOP and escalate when beyond your authority.
• Maintain accurate order records; make precise edits to live orders.

Skills

Customer support

B2B experience

Account management

Tools

HubSpot

Periskope

Job description

CaterSpot is Singapore’s leading corporate food delivery and workplace food platform. We partner with restaurants, caterers, cafés and food groups to serve companies across daily meal programs, catering, events and pantry solutions.

The Role

As a Customer Care Executive, you’ll be at the heart of our customer experience. You’ll be the first point of contact for customers across phone, chat, email and WhatsApp, helping them navigate questions, resolve issues and make sure their orders run smoothly.

You’ll work closely with our restaurant and catering partners, as well as our internal Operations, Logistics and Finance teams, to solve problems quickly and keep customers happy.

This is a hands-on role for someone who enjoys solving problems, working at pace and making things happen. No two days will look exactly the same.

What you’ll do

Carry order problems to closure across three parties – customer, caterer, and our internal teams. Most of your day is an unresolved thread that needs someone to chase it, decide, and close it before the delivery window.

Handle out-of-stock items, substitutions and order changes: agree the fix with the vendor, get the customer's call, and update the order correctly in our admin.

Respond to customers across WhatsApp, chat, email and phone, including live calls during the lunch rush.

Apply our Service Recovery SOP when something goes wrong – the right tier, the right amount, the right party charged – and upscale the cases that exceed your authority.

Handle food safety and dietary/allergen issues to the letter of our rules. Halal and allergen questions are never improvised; they follow a fixed process every time.

Work with Live Operations in real time when a delivery is late, missed or misrouted.

Keep order records accurate. Most tickets end in several edits to a live order – wrong edits bill clients incorrectly or send the wrong food.

What we’re looking for

2+ years in customer support, ideally B2B or account-facing. What matters more than the years: you've owned messy cases end to end rather than passing them on.

You chase things to closure.You're comfortable holding three threads open at once – customer, vendor, internal – and pushing each one until it’s resolved. You follow up without being asked.

You're accurate under volume. Much of this job is editing live orders in an internal system. You double-check before you save and you notice when something doesn't add up.

You follow a process exactly. We have written SOPs for refunds, food safety and dietary requirements. On food safety, allergens and halal there is no room for personal judgement – you follow the rule and elevate, every time. We want someone who finds that reassuring, not restrictive.

You know where your authority ends. You decide confidently inside your limits and elevate promptly outside them.

Excellent written and spoken English. You can write a clear, calm message to a corporate client whose lunch for 200 people is 40 minutes late.

Comfortable on live phone calls, not only chat and email.

Quick with internal tools. We run HubSpot and Periskope; similar experience is a plus, but the real requirement is learning an unfamiliar admin fast and using it precisely.

Able to work from KL Eco City on Tuesdays and Thursdays, one of 8-5 / 9-6 / 10-7, and 1-2 weekends a month on rotation. Our busiest and hardest hour is the 11am lunch rush.

What we offer

• Competitive compensation
• Medical benefits
• Hybrid working
• Open and inclusive culture with accessible founders and an open-door policy
• Progressive time-off that increases yearly
• Annual offsite retreat and monthly team experiences

What can I earn as a Customer Care Executive