customer service

RUNBOY DELIVERY SERVICES SDN. BHD.; Kuala Lumpur; On-site; MYR 29,000 - 42,000; Full time

Job summary

RUNBOY DELIVERY SERVICES SDN. BHD. is seeking a Customer Service Officer to be the first point of contact for customers across phone, live chat, and WhatsApp in Kuala Lumpur. You will resolve enquiries and service issues promptly, aligning with company policies to enhance the overall customer experience.

The role requires strong communication in Bahasa Malaysia, English, and Mandarin, with shift-based work and ongoing training to meet service targets and quality standards.

Qualifications

• Experience in customer service or contact center operations.
• Ability to document interactions clearly in CRM/ticketing systems.
• Willingness to work in shifts and complete training.

Responsibilities

• Answer inbound customer calls and respond to enquiries via live chat and WhatsApp regarding orders, delivery, products, refunds and promotions.
• Handle complaints and delivery issues, including late deliveries, missing items, incorrect orders and damaged goods, empathising with customers and providing solutions in line with SOPs.
• Accurately record customer interactions, case details and resolution updates in the CRM or ticketing system.
• Escalate complex cases to supervisors, rider operations or merchant operations teams with complete context, follow up on progress and conduct outbound callbacks to close cases.
• Process order cancellations, refund requests and compensation cases in accordance with company policies.
• Collect customer feedback and operational pain points, and share insights with the operations team to support service improvements.
• Maintain up-to-date knowledge of platform rules, service coverage, compensation policies and product information through regular training.
• Meet key performance indicators including service level, average handling time, first call resolution and customer satisfaction.
• Adhere to call centre quality standards, company compliance guidelines and shift arrangements.
• Perform other ad-hoc customer support tasks assigned by the team lead.

Skills

Multichannel communication

Customer service

CRM familiarity

Live chat support

Bahasa Malaysia

English

Mandarin

Tools

CRM software

Ticketing system

Live chat tools

Job description

About the role Join our customer support team as a Customer Service Officer and be the first point of contact for customers across phone, live chat and WhatsApp. You will resolve enquiries and service issues efficiently, provide thoughtful solutions in line with company policies, and help elevate the overall customer experience.

Key responsibilities

Answer inbound customer calls and respond to enquiries via live chat and WhatsApp regarding orders, delivery, products, refunds and promotions.

Handle complaints and delivery issues, including late deliveries, missing items, incorrect orders and damaged goods, while empathising with customers and providing solutions in line with SOPs.

Accurately record customer interactions, case details and resolution updates in the CRM or ticketing system.

Escalate complex cases to supervisors, rider operations or merchant operations teams with complete context, follow up on progress and conduct outbound callbacks to close cases.

Process order cancellations, refund requests and compensation cases in accordance with company policies.

Collect customer feedback and operational pain points, and share insights with the operations team to support service improvements.

Maintain up-to-date knowledge of platform rules, service coverage, compensation policies and product information through regular training.

Meet key performance indicators including service level, average handling time, first call resolution and customer satisfaction.

Adhere to call centre quality standards, company compliance guidelines and shift arrangements.

Perform other ad-hoc customer support tasks assigned by the team lead.

What we're looking for

Strong verbal and written communication skills with a clear, professional and customer-focused approach.

Able to communicate in Bahasa Malaysia, English and Chinese (Mandarin).

Experience in customer service, contact centre operations, live chat support or a similar role is preferred. Fresh graduates are welcome to apply!

Ability to manage complaints calmly, understand customer needs and provide practical solutions.

Strong attention to detail when documenting cases and processing cancellations, refunds and compensation requests.

Comfortable using CRM, ticketing, messaging and other customer support systems.

Ability to follow SOPs, meet performance targets and manage multiple cases in a fast-paced environment.

Willingness to work according to assigned shifts and participate in regular training.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have in a Customer Service Role?
• Which of the following types of qualifications do you have?
• Do you have Record Keeping experience?
• How would you rate your Bahasa Malaysia language skills?