Customer Service Executive (English Speaker - Call Centre)

Hive Marketing Sdn Bhd; Selangor; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading marketing firm in Malaysia is seeking a Customer Service Executive to represent a global athletic brand. This role involves providing exceptional eCommerce support through calls and chats while identifying customer needs and providing solutions. Candidates should have a strong command of English and at least a Diploma in any field. Fresh graduates are encouraged to apply. The position offers competitive benefits, including work-from-home flexibility post-training, growth opportunities, and a supportive work culture.

Benefits

Competitive salary

Bonus for punctuality and quality

Work-from-home options

Recognition programs and team events

Qualifications

• 1+ year experience in customer service industry preferred; fresh graduates encouraged.
• Must possess strong English communication skills.
• Ability to multi-task and adapt to new systems.

Responsibilities

• Deliver 5-star eCommerce support via calls, chat & email.
• Identify customer needs and provide strategic solutions.
• Ensure first contact resolution and follow-up effectively.

Skills

Strong command of English

Tech-savvy

Attention to detail

Effective listening

Good phone etiquette

Education

Diploma or higher in any field

Tools

MS Office

Ticketing tools

Job description

Customer Service Executive (English Speaker - Call Centre)

Represent New Balance – a global leader in athletic innovation. You are the ambassador for New Balance!

Earn more: Competitive base salary + bonus for punctuality, attendance & quality.

WFH flexibility: Chances to earn WFH post-training and probation (one day per week).

Premiere office: get a cup of nice brew coffee in the morning, gaming chair, engaging activities and recognition programs

Growth: Strong learning and development plans for your career growth, be coached and mentored by experts in the field, most of our leaders started as agents!

As the voice of New Balance for customers, you’ll:

Deliver 5-star eCommerce support via calls, chat & email (English – to support global market).

Identify customer's needs, researching any existing issue to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.

Resolve complex issues (orders, returns, product guides) with brand passion.

Ensure first contact resolution and effective follow-up with respective departments to ensure case closure in accordance with our service standards.

Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.

Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures by using grace and tactical communication

Collaborate with a dynamic team in a high-energy environment.

We Need You If You Have: (Requirements)

Possess at least a Diploma, Advanced/ Higher/ Graduate Diploma in any field.

Strong command of English (spoken and written), equivalent to MUET Band 4, CEFR B2 or similar (IELTS 5.5–6.0 / TOEFL iBT 60–78).

1+ year working experience in customer service industry (calls/ chat/ email). However, fresh graduates are encouraged to apply.

Tech-savvy (MS Office, ticketing tools), ability to work with multiple systems and the ability to learn and adapt to new ones.

Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.

Thrives under pressure with meticulous attention to details.

Passion for customer service and human touch, strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation).

Bonus point if you have:

Experience in sportswear/eCommerce

Knowledge of global consumer trends

Passion for sports culture

Our Culture:

Team energy: Supportive squads, mentorship & weekly huddles.

Work-life balance: Unwind in nice facilities after shifts.

Recognition: Monthly incentive + social events.

The recruitment processes and people involved in them will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.

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