Customer Service Executive

KAPAS LIVING SDN. BHD.; Kuala Lumpur; On-site; MYR 40,000 - 58,000; Full time

Benefits offered by this job

Competitive salary

Career development

On‑the‑job training

Collaborative team

Employee discount

Wellness programmes

Flexible working

Job summary

KAPAS LIVING SDN. BHD. in Kuala Lumpur invites a Customer Service Executive to join our team full-time based in Taman Desa.

You will be the voice of the brand, handling inquiries across phone, email, chat and social media while supporting our network of affiliates and content creators. This hands-on role rewards problem solving, relationship building and helping customers enjoy our products. You’ll coordinate with marketing and e-commerce teams on promotions, onboarding affiliates, and tracking

Qualifications

• Strong written and verbal communication skills.
• Friendly, confident and comfortable communicating with customers, creators and new contacts.
• Excellent listening skills and the ability to understand customer needs and concerns.
• Proactive and comfortable reaching out to new people rather than waiting for enquiries to come in.
• Good relationship-building skills and the ability to maintain ongoing relationships with affiliates and creators.
• Ability to multitask and manage multiple conversations and follow-ups at the same time.

Responsibilities

• Handling incoming customer enquiries via phone, email, chat, social media and other communication channels in a professional and timely manner.
• Resolving customer complaints and issues with patience, empathy and efficiency.
• Providing accurate and helpful information about KAPAS Living products, promotions and services.
• Processing customer orders, returns, exchanges and refunds according to company procedures.
• Following up with customers to ensure their concerns have been fully resolved.
• Maintaining accurate customer records and documentation.
• Identifying and escalating more complex issues to senior team members or management when required.
• Actively identifying and reaching out to new affiliates and content creators who are a good fit for the KAPAS Living brand.
• Onboarding new affiliates and helping them understand our products, campaigns and affiliate programme.
• Building relationships with existing affiliates and regularly engaging them to encourage content creation and participation in campaigns.
• Monitoring affiliate activity and following up with inactive or high‑potential affiliates to improve performance.
• Coordinating with the marketing and e‑commerce teams on affiliate promotions, product launches and campaigns.
• Sharing recurring customer and affiliate feedback with management to help improve our products, processes and customer experience.
• Meeting customer service and affiliate‑related KPIs set by management.

Skills

Communication skills

Customer service

Affiliate management

E-commerce

Tools

CRM systems

Job description

We are seeking a dedicated and enthusiastic Customer Service Executive to join the team at KAPAS LIVING SDN. BHD. This is a full-time position based in Taman Desa, Kuala Lumpur.

As a Customer Service Executive, you will be one of the key voices of KAPAS Living, providing exceptional support to our customers across multiple communication channels. Alongside customer service, you will also help grow and manage our network of affiliates and content creators — identifying potential partners, building relationships and supporting them in successfully promoting our products.

This is a hands‑on role suited to someone who enjoys communicating with people, solving problems and building relationships.

What you'll be doing

Handling incoming customer enquiries via phone, email, chat, social media and other communication channels in a professional and timely manner

Resolving customer complaints and issues with patience, empathy and efficiency

Providing accurate and helpful information about KAPAS Living products, promotions and services

Processing customer orders, returns, exchanges and refunds according to company procedures

Following up with customers to ensure their concerns have been fully resolved

Maintaining accurate customer records and documentation

Identifying and escalating more complex issues to senior team members or management when required

Actively identifying and reaching out to new affiliates and content creators who are a good fit for the KAPAS Living brand

Onboarding new affiliates and helping them understand our products, campaigns and affiliate programme

Building relationships with existing affiliates and regularly engaging them to encourage content creation and participation in campaigns

Monitoring affiliate activity and following up with inactive or high‑potential affiliates to improve performance

Coordinating with the marketing and e‑commerce teams on affiliate promotions, product launches and campaigns

Sharing recurring customer and affiliate feedback with management to help improve our products, processes and customer experience

Meeting customer service and affiliate‑related KPIs set by management

What we're looking for

Strong written and verbal communication skills

Friendly, confident and comfortable communicating with customers, creators and new contacts

Excellent listening skills and the ability to understand customer needs and concerns

Patience and empathy when dealing with frustrated or dissatisfied customers

Good problem‑solving skills and the ability to think independently

Proactive and comfortable reaching out to new people rather than waiting for enquiries to come in

Good relationship‑building skills and the ability to maintain ongoing relationships with affiliates and creators

Ability to multitask and manage multiple conversations and follow-ups at the same time

Good attention to detail and accuracy

Comfortable using computers, e‑commerce platforms, messaging tools and customer service systems

Positive attitude and willingness to learn

Flexible and able to adapt to changing priorities in a fast‑moving e‑commerce environment

Previous experience in customer service, e‑commerce, social media, affiliate management or creator management is an advantage, but not essential

What we offer

At KAPAS LIVING SDN. BHD., we value our employees and are committed to creating a supportive and engaging workplace. We offer the following benefits to our staff:

Competitive salary package commensurate with experience

Opportunities for career development and progression within the company

Comprehensive on‑the‑job training and ongoing professional development

A collaborative and inclusive team environment

Employee discount on company products and services

Access to employee wellness programmes

Flexible working arrangements where possible

About us

KAPAS LIVING SDN. BHD. is a customer‑focused organisation dedicated to providing high‑quality products and exceptional service to our valued customers. We pride ourselves on our commitment to customer satisfaction, innovation and maintaining strong relationships with the communities we serve. Our team is passionate about delivering outstanding experiences and continuous improvement in everything we do. We foster a workplace culture that values teamwork, integrity and excellence, where every employee plays an important role in our success.