Customer Service

KUALA LUMPUR DURIAN EXPERIENCE SDN. BHD.; Kuala Lumpur; On-site; MYR 27,000 - 47,000; Full time

Job summary

KUALA LUMPUR DURIAN EXPERIENCE SDN. BHD. is seeking a customer service professional to manage inquiries via phone, WhatsApp, email, social media, and walk-ins.

You will provide accurate information on services, pricing, hours, and policies, and maintain positive customer relations. Role requires clear communication in English, Bahasa Malaysia, and possibly Mandarin, with basic computer skills and a patient, service-minded approach.

Qualifications

• Fresh graduates are welcome to apply.
• Experience in customer service, cashiering, retail, ticketing, call centre, hospitality, tourism, or front line service will be an advantage.
• Able to communicate politely and clearly with customers.
• Able to communicate in English, Bahasa Malaysia, and Mandarin will be an advantage.
• Basic computer knowledge and ability to use WhatsApp, email, Google Sheets, Microsoft Excel, or customer service systems.
• Patient, responsible, service minded, and able to handle customer enquiries professionally.
• Able to work in a fast paced environment and follow company procedures.
• Able to work on weekends, public holidays, or shifts when required by operations.

Responsibilities

• Handle customer enquiries via phone, WhatsApp, email, social media, or walk-in communication.
• Provide accurate information about services, pricing, hours, location and policies.
• Follow up on pending enquiries, requests, complaints, bookings, or service matters.
• Record customer enquiries, complaints, feedback, bookings, and follow up status accurately.
• Coordinate with Operations, Ticketing, Sales, Marketing, Account, HR, or Management for cross-departmental issues.

Skills

Phone call and WhatsApp handling

Customer follow up

Basic computer skills

Patience and emotional control

Teamwork and responsibility

Tools

WhatsApp

Google Sheets

Microsoft Excel

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Customer Service role is responsible for handling customer enquiries, providing accurate information, supporting customer communication, and ensuring customers receive a smooth and professional service experience.

This role supports both online and offline customer service channels, including phone calls, WhatsApp, email, social media messages, walk in enquiries, ticketing enquiries, product/service information, complaints, and follow up matters.

The position is suitable for candidates who are patient, polite, responsible, service minded, and able to communicate clearly with customers and internal departments.

Key Responsibilities

• 1. Customer Enquiry Handling
  • Answer customer enquiries through phone calls, WhatsApp, email, social media, or walk in communication.
  • Provide accurate information about the company’s services, products, pricing, promotions, operating hours, location, and policies.
  • Assist customers with basic questions related to tickets, bookings, purchases, products, services, and general arrangements.
  • Escalate complicated or sensitive matters to the supervisor or management team when required.
• 2. Customer Communication & Follow Up
  • Follow up with customers on pending enquiries, requests, complaints, bookings, or service related matters.
  • Prepare simple replies, messages, and customer correspondence when required.
  • Contact customers to provide updates on orders, reservations, ticketing matters, promotions, or service changes.
  • Maintain good customer rapport and create a positive customer experience.
  • Receive and record customer complaints, feedback, and service issues.
  • Listen to customers patiently and understand the issue before taking action.
  • Provide basic solutions according to company guidelines.
  • Escalate serious complaints, refund requests, conflict situations, or urgent cases to the person in charge.
  • Follow up with the relevant department until the issue is properly handled.
• 4. Customer Records & Data Management
  • Record customer enquiries, complaints, feedback, bookings, and follow up status accurately.
  • Keep proper records of customer interactions for future reference.
  • Update customer contact information, enquiry status, and case progress when required.
  • Maintain confidentiality of customer information and company records.
  • Prepare simple customer service reports when requested.
• 5. Internal Coordination & Daily Support
  • Coordinate with Operations, Ticketing, Sales, Marketing, Account, HR, or Management when customer matters involve other departments.
  • Follow up internally to ensure customer requests are handled within the required timeline.
  • Communicate repeated customer feedback or service issues to the relevant department for improvement.
  • Provide customers with price information, package details, promotions, and product/service recommendations when required.
  • Support basic administrative tasks related to customer service operations.

This position may grow into Senior Customer Service Assistant, Customer Service Officer, Customer Service Supervisor, Customer Experience Executive, or Operations Support Executive depending on performance, service attitude, experience, and company needs.

Requirements

• Fresh graduates are welcome to apply.
• Experience in customer service, cashiering, retail, ticketing, call centre, hospitality, tourism, or front line service will be an advantage.
• Able to communicate politely and clearly with customers.
• Able to communicate in English, Bahasa Malaysia, and Mandarin will be an advantage.
• Basic computer knowledge and ability to use WhatsApp, email, Google Sheets, Microsoft Excel, or customer service systems.
• Patient, responsible, service minded, and able to handle customer enquiries professionally.
• Able to work in a fast paced environment and follow company procedures.
• Able to work on weekends, public holidays, or shifts when required by operations.

Required Skills

• Phone call and WhatsApp handling
• Customer follow up
• Basic computer skills
• Patience and emotional control
• Teamwork and responsibility

Preferred Skills

• Experience in customer support, call centre, retail, tourism, ticketing, or hospitality industry
• Ability to handle difficult customers professionally
• Basic sales or promotion explanation skills
• Ability to prepare simple customer service reports
• Good written communication for customer replies, emails, and messages
• Ability to communicate in multiple languages