Customer Service Executive, L2 Managed Seller

SummitNext Technologies Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

SummitNext Technologies Sdn Bhd is seeking a Customer Service Executive, L2 Managed Seller, to provide real-time assistance to managed sellers via live chat and webforms in a fast-paced environment in Kuala Lumpur.

The role requires a Diploma and 1–3 years in customer service, with strong English and Bahasa Malaysia communication. You will collaborate with RR, Logistics, and Tech teams to resolve issues and maintain high CSAT.

Qualifications

• Diploma in business administration, communications, customer service, or related field.
• 1–3 years of customer service experience, preferably in e-commerce or operations support.
• Experience with live chat and ticketing/case management systems.
• Exposure to logistics, returns/refunds or disputes is a plus.
• Strong written and verbal communication in English and Bahasa Malaysia; Mandarin is an advantage.
• Ability to work in a fast-paced, high-volume environment.
• Sense of ownership and accountability.
• Provide real-time assistance to managed sellers via live chat and webforms within SLA.
• Coordinate with RR, Logistics, Vendor Management, Tech for resolution.
• Maintain CSAT and meet response-time KPIs.

Responsibilities

• Provide real-time assistance to managed sellers via live chat.
• Handle and resolve seller inquiries submitted via webforms within defined SLA.
• Manage workload efficiently across webform cases and live chat queues.
• Deliver clear, professional, and solution-oriented responses.
• Identify high-risk or complex issues and elevate to RR or Logistics.
• Liaise with internal stakeholders to resolve issues.
• Ensure proper case documentation, updates, and tagging/routing.
• Manage escalations and ownership until closure.
• Work with cross-functional teams and follow up on investigations.
• Meet KPIs such as QA, CSAT, and productivity.

Skills

Live chat

Case management

Communication

English

Bahasa Malaysia

Stakeholder management

Education

Diploma

Job description

Customer Service Executive, L2 Managed Seller

About the job Customer Service Executive, L2 Managed Seller

Job Description:

• Minimum Diploma in Business Administration, Communications, Customer Service, or any related field
• 1–3 years of experience in customer service, preferably in e-commerce or operations support
• Experience handling live chat and/or case management (ticketing/webform systems) is preferred
• Prior exposure to logistics, return & refund processes, or dispute resolution will be an added advantage
• Strong written and verbal communication skills (English & Bahasa Malaysia), Mandarin will be an advantage
• Ability to work in a fast-paced, high-volume environment
• Strong sense of ownership and accountability
• Provide real-time assistance to managed sellers via live chat, handle and resolve seller enquiries submitted via webforms within defined SLA.
• Manage workload efficiently across both webform cases and live chat queues.
• Deliver clear, professional, and solution-oriented responses.
• Identify high-risk or complex issues and elevate appropriately to Return & Refund (RR) disputes, Logistics issues (SPX / 3PL delays, lost parcels, POD disputes, delivery status, failed delivery)
• Maintain high customer satisfaction (CSAT) while adhering to response time KPIs.
• Liaise with internal stakeholders (RR Team, Logistics, Vendor Management, Tech, etc.) for resolution.
• Ensure proper case documentation, clear updates, and accurate tagging/routing.
• Manage escalations and ensure end-to-end ownership until closure.
• Work closely with cross-functional teams and follow up on pending investigations and ensure timely updates to sellers.
• Meet defined KPIs such as QA, CSAT, productivity without fail

Requirements:

• At least min 6 months of experience in customer service, escalation handling, complaint management, or complex case resolution
• Strong written and verbal communication skills in English and Bahasa Malaysia
• Strong investigation skills with the ability to review details thoroughly and make sound decisions
• Good judgment in balancing customer experience, policy compliance, and business risk
• Strong ownership and accountability in managing sensitive cases from start to end
• Able to work well under pressure in a fast paced and high-volume environment
• Strong stakeholder management skills and ability to coordinate across multiple teams
• Good problem-solving skills with ability to identify patterns, root causes, and operational gaps
• Familiarity with internal case management systems, SOP interpretation, and escalation workflows is an added advantage
• Experience in handling management escalations, high risk complaints, walk in cases, or backend dependent cases is preferred