CUSTOMER SERVICE EXECUTIVE (ALLOW WFH)

SC Mummy; Kapar; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service company in Malaysia is seeking a Customer Service Team Leader. The role requires overseeing a hybrid team, ensuring high service quality, and developing effective workflows. Applicants should have at least 3 years in customer service, with prior leadership experience preferred. Proficiency in English and Bahasa Malaysia is essential, and a positive attitude in a dynamic environment is crucial.

Qualifications

• Minimum 3 years of experience in customer service, preferably in e-commerce, retail, or online business.
• Leadership experience in guiding a team or remote staff is an advantage.
• Able to create and implement effective SOPs to improve workflows.
• Fluent in English and Bahasa Malaysia.

Responsibilities

• Lead and supervise the customer service team, including WFH staff.
• Monitor response time and service quality.
• Handle escalated customer issues and ensure timely resolution.
• Train and guide team members to maintain service standards.
• Identify opportunities to improve customer experience.

Skills

Strong problem-solving skills

Leadership

Effective communication

Adaptability

Education

Diploma/Degree in Business, Marketing, Communication, or related field

Job description

Responsibilities

Lead and supervise the customer service team, including WFH staff

Monitor response time, service quality, and customer satisfaction

Handle escalated customer issues and ensure timely resolution

Review workflows and improve SOPs

Train and guide team members to maintain service standards

Coordinate with logistics, sales, and warehouse teams

Prepare reports on customer feedback, complaints, and service performance

Identify opportunities to improve customer experience and retention

Work Arrangement

Initial 1–2 weeks training required at office

WFH is allowed, subject to performance and operational needs

Occasional office attendance required for meetings or training

Qualifications

Diploma/Degree in Business, Marketing, Communication, or related field.

Minimum 3 years of experience in customer service, preferably in e-commerce, retail, or online business.

Leadership experience in guiding a small team or remote staff is an advantage.

Strong problem-solving and communication skills.

Able to create and implement effective SOPs to improve workflow and efficiency.

Fluent in English and Bahasa Malaysia (Mandarin is a plus).

Positive attitude, strong responsibility, and able to work under minimal supervision.