Customer Care Executive (6-Months Contract)

CaterSpot; Kuala Lumpur; Hybrid; MYR 45,000 - 78,000; Full time

Benefits offered by this job

Annual leave

Medical leave

Public holidays

EPF/SOCSO & EIS

Hybrid work arrangement

Job summary

CaterSpot in KL is seeking a Customer Care Executive to be the frontline for customers across phone, chat, email and WhatsApp. You will resolve issues, manage orders, and coordinate with restaurant partners and internal teams to keep deliveries smooth.

In this hands-on role, you will handle live orders, apply SOPs for refunds and safety, and escalate where needed. The job blends fast pace with precise, customer-focused problem solving

Qualifications

• 2+ years in customer support, ideally B2B or account-facing.
• You chase things to closure and manage three threads—customer, vendor, internal.
• Accurate under volume; edit live orders and double-check before saving.
• Follow SOPs for refunds, food safety and dietary requirements, escalate when needed.
• Know your authority limits and escalate promptly outside them.
• Excellent written and spoken English for corporate clients.
• Comfortable on live phone calls, not only chat and email.
• Quick to learn internal admin tools like HubSpot/Periskope.

Responsibilities

• Carry order problems to closure across three parties—customer, caterer, internal teams.
• Handle substitutions and order changes; update orders in admin.
• Respond to customers via WhatsApp, chat, email and phone.
• Apply Service Recovery SOP and escalate cases beyond authority.
• Handle food safety and allergen questions per fixed processes.
• Coordinate with Live Operations when delivery is late or misrouted.
• Keep order records accurate with minimal erroneous edits.

Skills

Customer support experience

English proficiency

Attention to detail

Problem solving

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 **escalate** 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 **escalate**, every time. We want someone who finds that reassuring, not restrictive.
• You know where your authority ends. You decide confidently inside your limits and **escalate** 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

• Annual Leave: 4 days paid leave for the contract period
• Medical Leave: 14 days per year (exclusive of 60 days hospitalisation leave)
• Public Holidays: Singapore public holidays + 5 mandatory Malaysian public holidays
• Statutory Contributions: EPF, SOCSO & EIS
• Hybrid work arrangement - work from home on Monday, Wednesday, and Friday