Customer Experience Specialist – Live Chat & Support

Ethereal Mastery Builders Sdn Bhd; Permatang Pauh; On-site; MYR 28,000 - 50,000; Full time

Benefits offered by this job

Competitive salary package

Performance incentives and allowances

Training and career development

Supportive and dynamic environment

Career progression opportunities

Job summary

Jora Malaysia is seeking a friendly, responsible Customer Service Executive to join our growing team. You will assist customers through online channels, resolve enquiries, and ensure a positive experience.

Responsibilities include responding promptly via live chat, guiding users through account inquiries, investigating concerns, and coordinating with internal teams to deliver timely, accurate support. You will maintain records and uphold professionalism.

Qualifications

• Minimum SPM / Diploma / Degree or equivalent.
• Fresh graduates are welcome to apply; customer service experience will be an added advantage.
• Good written communication skills in English and Bahasa Malaysia.
• Ability to communicate in Mandarin will be an advantage.
• Comfortable using computers, web-based systems, live chat platforms, and messaging applications.
• Customer-oriented with good problem-solving and communication skills.
• Able to work independently as well as within a team.
• Responsible, patient, attentive to detail, and able to handle customers professionally.
• Able to work in a fast-paced online service environment.

Responsibilities

• Respond promptly and professionally to customer enquiries via live chat and other online communication channels.
• Assist customers with account-related enquiries, platform navigation, transactions, promotions, and general support.
• Investigate customer concerns and provide appropriate solutions according to company procedures.
• Monitor customer requests and follow up on outstanding cases until they are resolved.
• Escalate complex or technical issues to the relevant department when necessary.
• Maintain accurate records of customer interactions and case details.
• Coordinate with internal teams to ensure customers receive timely and accurate assistance.
• Stay updated on platform features, campaigns, promotions, and internal procedures.
• Maintain a high level of professionalism, confidentiality, and service quality.
• Perform other customer service and operational duties assigned by the team leader or management.

Job description

Jora Malaysia is seeking a friendly, responsible Customer Service Executive to join our growing team. You will assist customers through online channels, resolve enquiries, and ensure a positive experience.

Responsibilities include responding promptly via live chat, guiding users through account inquiries, investigating concerns, and coordinating with internal teams to deliver timely, accurate support. You will maintain records and uphold professionalism.