Customer Service

51talk; Kuala Lumpur; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading online English education provider is seeking a Customer Service Executive in Kuala Lumpur. The successful candidate will be responsible for responding to customer inquiries via WhatsApp and Facebook Messenger, providing accurate information about English courses, and maintaining records of customer interactions. Required qualifications include a Diploma or Bachelor’s Degree in relevant fields and at least 4 years of customer service experience. This role demands strong communication skills and a customer-focused mindset.

Qualifications

• At least 4 years of relevant Customer Service experience in online support or service-oriented industries.
• Good command of English and Bahasa Malaysia; proficiency in Mandarin is an advantage.
• Experience handling customer inquiries via chat-based platforms like WhatsApp and Facebook Messenger.

Responsibilities

• Respond to inquiries from potential customers via WhatsApp and Facebook Messenger.
• Provide accurate information about English courses and address general customer inquiries.
• Maintain complete and well-documented records of customer interactions.

Skills

Customer inquiry handling

Communication skills

Problem-solving skills

Detail-oriented

Education

Diploma or Bachelor’s Degree in Business, Communication, Customer Service

Tools

CRM systems

Job description

51Talk is a global leader in online English education, committed to providing high‑quality, affordable, and engaging English learning experiences. With over 30,000 employees and more than 15 branches worldwide, we are rapidly growing in Southeast Asia and looking for passionate individuals to join our team in Kuala Lumpur.

Customer Service Executive

Responsibilities

• Respond to inquiries from potential customers via WhatsApp and Facebook Messenger in a timely, courteous, and professional manner
• Provide accurate and concise information about our English courses and address general customer inquiries effectively
• Accurately input and update customer information in the CRM system
• Maintain complete and well‑documented records of all customer interactions and follow‑up actions
• Track and ensure timely follow‑up on customer inquiries to improve conversion and customer experience
• Identify recurring customer questions or issues and provide constructive feedback to the team for continuous process improvement
• Collaborate with internal teams to ensure a smooth customer journey

Qualifications

• Diploma or Bachelor’s Degree in Business, Communication, Customer Service, or related fields
• At least 4 years of relevant Customer Service experience, preferably in online support, contact center, or service‑oriented industries
• Good command of English and Bahasa Malaysia (spoken and written) is required; proficiency in Mandarin is an added advantage
• Proven experience handling customer inquiries via chat‑based platforms (e.g. WhatsApp, Facebook Messenger, live chat)
• Familiarity with CRM systems and customer data management
• Strong communication, problem‑solving, and interpersonal skills
• Detail‑oriented, organized, and able to manage multiple customer interactions simultaneously
• Customer‑focused mindset with the ability to work in a fast‑paced environment