Customer Service Advisor

Morgan McKinley; Malaysia; Hybrid; MYR 45,000 - 73,000; Full time

Job summary

Otonomee is recruiting a Customer Service Advisor based in Malaysia to support our global team serving Europe and the Americas. You will handle customer inquiries via chat, email, and phone, ensuring high-quality responses and a seamless customer experience.

Key duties include resolving order and shipping issues, contributing to knowledge base updates, and maintaining product knowledge. A growth mindset and strong communication are essential for success in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in both chat, email and phone channels.
• Should pass language assessment and reach C2 level.
• Have a growth, curious mindset and ability to adapt to changing policies and guidelines.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficient in troubleshooting order, shipping, and operational issues.
• Familiarity with CRM systems and knowledge base tools.
• Excellent written and verbal communication skills
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
• Demonstrate ability to handle challenging customer interactions with professionalism.

Responsibilities

• Handle customer service tasks across chat, email, and phone with accuracy.
• Provide step-by-step guidance and solutions to customer issues to ensure satisfaction.
• Deliver premium customer service through chat, email and phone channels.
• Respond to inquiries, troubleshoot problems, and provide information clearly.
• Anticipate and address potential issues to prevent disruptions in service.
• Collaborate with other teams to identify recurring problems and support improvements.
• Maintain up-to-date knowledge of products and services to assist customers.
• Contribute to knowledge base articles for internal and customer reference.
• Demonstrate empathy and active listening in all interactions.
• Adhere to quality standards and participate in ongoing training.

Skills

Customer service experience

Live chat/phone support

CRM systems

Strong communication

C2 language proficiency

Independent & collaborative

Problem-solving

Adaptability

Education

High school diploma

Tools

Knowledge base tools

Job description

We are looking for an experienced Customer Support Advisor based permanently in Malaysia to join our growing global team across Europe and the Americas.

In this role, you will directly support our partner, Oura Health—the innovative company behind the world-renowned Oura Ring. Used by over 3.5 million people globally, Oura tracks stress, illness detection, sleep, women's health, heart rate, and more.

This is an exciting opportunity to tackle complex issues, power up your career, and deliver premium support to a global community.

Client name:

Otonomee - https://www.otonomee.com/

Job Title:

Customer Service Advisor

Work arrangement:

Work-from-home (1x onsite/month in Kuala Lumpur Malaysia)

Working hours:

40 hours per week

Job Responsibilities:

Customer Support

• Resolve customer issues related to purchase, orders Resolve customer issues related to purchase, orders, shipping, and warranty with precision.
• Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues

Customer Interaction

• Deliver premium customer service through both chat, email and phone channels.
• Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
• Exceptional verbal and written communication skills. Ability to articulate information clearly and concisely.

Proactive Problem-Solving

• Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
• Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.

Product Knowledge

• Maintain up-to-date knowledge of our products and services to effectively assist customers.
• Contribute to the creation and updating of knowledge base articles for internal and customer reference.

Empathy and Communication

• Demonstrate empathy and active listening skills during customer interactions.
• Communicate complex concepts in a clear and understandable manner.

Quality Assurance

• Adhere to established quality standards in all customer interactions.
• Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.

Skills and Qualifications:

• High school diploma or equivalent
• Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in both chat, email and phone channels.
• Should pass language assessment and reach C2 level.
• Have a growth, curious mindset and ability to adapt to changing policies and guidelines.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficient in troubleshooting order, shipping, and operational issues.
• Familiarity with CRM systems and knowledge base tools.
• Excellent written and verbal communication skills
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
• Demonstrate ability to handle challenging customer interactions with professionalism.

What’s In It For You:

• Work locally in Malaysia without commuting to a brick-and-mortar call centre.
• Partner directly with innovative scale-ups in tech, healthcare, and e-commerce (such as ŌURA, Laya Healthcare, and Momence).
• Be part of a Certified B Corp with top-tier security and compliance standards (GDPR & ISO/IEC 27001 certified).
• Ground-floor opportunity to shape a brand-new regional hub expanding across Southeast Asia.