Customer Service Excellence Officer

Detai Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 50,000; Full time

Benefits offered by this job

Overseas Travel

EPF

SOSCO

Medical Claim & Insurance

Parking Allowances

Staff's Products

Higher Education Incentives

Job summary

Detai Malaysia Sdn Bhd in Kuala Lumpur is seeking a dedicated customer service professional to support our network members and customers. You will handle inquiries across calls, emails, and digital channels, ensuring accurate, timely responses and adherence to Detai's policies.

The ideal candidate has 1–2 years in customer service, familiarity with CRM platforms (Salesforce/Zendesk), and strong MS Office skills. This full-time role follows a 5-day week with some email support outside core hours.

Qualifications

• 1-2 years of professional customer service experience, MLM/direct selling background preferred.
• Proficiency with CRM platforms and support tracking systems (e.g., Salesforce, Zendesk).
• Strong knowledge of Microsoft Office Suite (Word, Excel, PowerPoint).
• Excellent interpersonal skills with empathy, patience, and problem-solving abilities.
• Autonomous, proactive, and able to manage daily responsibilities with minimal supervision.

Responsibilities

• Manage end-to-end lifecycle of customer/member inquiries across channels, ensuring complete resolution.
• Meet or exceed Detai's response time commitments and performance targets.
• Make targeted outbound calls to resolve issues and drive member engagement.
• Draft accurate, professional responses to all member/customer emails.
• Administer and resolve helpdesk support cases per established guidelines.
• Act as subject matter expert on Detai's marketing plans and operations.
• Liaise with internal departments to speed up complex issue resolutions.
• Provide logistical support for corporate events and member engagement initiatives.

Skills

Customer service experience

CRM platforms (Salesforce/Zendesk)

MS Office proficiency

Empathy and interpersonal skills

Autonomous work ethic

Tools

Salesforce

Zendesk

Microsoft Office

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.

As a vital component of Detai's operations team, this role is dedicated to delivering accurate, timely, and highly professional support to our network members and customers. The successful candidate will leverage a comprehensive understanding of Detai's marketing structures, policies, and procedures to resolve complex inquiries, ensure strict compliance, and drive member retention. This position is instrumental in optimizing departmental efficiency and contributing to the sustainable expansion of our direct selling network.

Key responsibilities

Manage the end-to-end lifecycle of customer and member inquiries across diverse channels (inbound/outbound calls, emails, and digital support requests), ensuring complete resolution and high service standards.

Handle inbound communications with professionalism and efficiency to consistently meet or exceed Detai's response time commitments and performance targets.

Conduct targeted outbound calls to facilitate issue resolution, follow up on pending matters, and drive member engagement.

Draft accurate, professional, and timely responses to all member and customer email communications.

Administer and resolve helpdesk support cases in strict accordance with established operational guidelines.

Serve as a subject matter expert on Detai's marketing plans, compensation structures, and operational procedures to provide clear and accurate guidance.

Liaise cross-functionally with internal departments to expedite the resolution of complex issues.

Provide logistical and operational support for corporate events, leadership training sessions, and strategic member engagement initiatives as required.

About you

1 to 2 years of professional customer service experience, with a strong preference for candidates with a background in the MLM or Direct Selling industries.

Demonstrated proficiency with established CRM platforms and support tracking systems (e.g., Salesforce, Zendesk).

Strong working knowledge of the Microsoft Office Suite (Word, Excel, PowerPoint).

Excellent interpersonal skills, characterized by empathy, patience, and effective negotiation and problem-solving capabilities.

A highly service-oriented disposition with a professional, proactive mindset.

Proven ability to work autonomously and manage daily responsibilities effectively with minimal supervision.

About us

Detai Malaysia Sdn Bhd is a dynamic and rapidly growing direct selling enterprise. With operations actively expanding across the region into markets such as Indonesia and Vietnam, we are committed to empowering our network and delivering exceptional value to our customers.

Work Schedule: Monday to Friday, 10:00 AM – 6:00 PM
Saturday, 10:00AM - 1:00PM

Employment Benefit:

• Overseas Travel
• EPF
• SOSCO
• Medical Claim & Insurance
• Parking Allowances
• Staff's Products
• Higher Education Incentives