Customer Service Executive (Hybrid)

Thrive Global Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Competitive salary package

Monthly KPI reward

Night shift allowance

Public holidays paid

Monthly attendance allowance

Yearly increment

EPF, SOCSO, EIS contributions

Promotion opportunities

Job summary

Thrive Global Sdn Bhd in Kuala Lumpur is seeking an Omnichannel Support specialist to respond to customer inquiries via email, chat or ticketing system with professionalism and timeliness. You will provide guidance on accounts, products, and issue resolution while maintaining high service levels.

In this role you will diagnose issues as first-line support for back-office systems, coordinate with AM and BD teams, and relay customer feedback to drive continuous product improvements.

Qualifications

• Minimum 1 year of experience in customer service, helpdesk, or software/IT support.
• Basic understanding of back-office systems and CRM tools.
• Familiarity with SaaS, e-commerce, or fintech.
• Fluent in English and Mandarin (both written and spoken).
• Willingness to work a rotational 24/7 shift, including weekends and public holidays.
• Location: Kuala Lumpur & Selangor preferred.

Responsibilities

• Omnichannel support: respond to inquiries via email, chat or ticketing system in a timely and professional manner.
• Client guidance: assist customers with account management, product information, and complaint resolution.
• First-line technical troubleshooting: diagnose, troubleshoot, and resolve user issues for Back-Office software functionalities.
• Ticket & SLA management: log, track, and manage support tickets from inception to resolution per SLAs.
• Cross-functional collaboration: coordinate with Account Manager and Business Development teams to escalate bugs, track feature requests, or manage outages.
• Feedback loop: gather and share customer feedback to Product and Operations for platform optimization.

Skills

Problem solving

Critical thinking

Multitasking

English/Mandarin bilingual

Customer service experience

Tools

Back-office systems

CRM tools

Job description

Omnichannel Support: Respond to customer inquiries via email, chat or ticketing system in a timely and professional manner.

Client Guidance: Assist customers with a wide range of enquiries, including account management, product information, and complaint resolution.

First-Line Technical Troubleshooting: Act as the primary point of contact for Back-Office (BO) software functionalities. Diagnose, troubleshoot, and resolve user issues, ensuring a seamless client experience.

Ticket & SLA Management: Log, track, and manage support tickets from inception to resolution, strictly adhering to agreed Service Level Agreements (SLAs).

Cross-Functional Collaboration: Coordinate closely with Account Mananger (AM) and Business Development (BD) teams to escalates complex bugs, track feature enhancement requests, or manage service outages.

Feedback Loop: Gather and synthesize customer feedback, providing actionable insights to the Product and Operations teams for continuous platform optimization.

What we're looking for

Experience: Minimum 1 year of experience in customer service, helpdesk, or software/IT technical support.

Technical Savvy: Basic understanding of back-office systems, CRM tools, or workflow management platforms (e.g., admin panels, risk/payment dashboards) is highly advantageous.

Industry Background: Familiarity with SaaS platforms, e-commerce, or the Fintech industry is a strong plus.

Language Proficiency: Highly proficient in English and Mandarin (both written and spoken) to effectively support and communicate with our Mandarin-speaking clientele.

Core Skills: Strong problem-solving abilities, sharp critical thinking, and the capacity to multitask under pressure in a fast-paced environment.

Flexibility: Willingness to work on a rotational 24/7 shift schedule, including weekends and public holidays.

Location: Kuala Lumpur & Selangor areas are preferred.

Candidates fluent in mandarin are preferred as the role requires the candidate to deal with mandarin speaking clients.

What we offer

Competitive salary package

Monthly KPI reward

Night shift allowance provided

Paid public holidays or replacement leave

Monthly perfect attendance allowance

Yearly increment

Long service reward

EPF, SOCSO, and EIS contributions

Opportunities for promotion and internal career development

Supportive, collaborative, and multicultural work environment

Fun team-building activities, festive celebrations, and employee engagement programs