Customer Service Executive [Night shift]

Sonata Software; Selangor; On-site; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Performance incentives

Multicultural environment

Career growth

Medical coverage

Leave benefits

Job summary

Sonata CX in Petaling Jaya is seeking a Customer Service Executive for the night shift to support our global shopper and auditor programs. This full-time role requires strong English communication, attention to detail, and the ability to handle inquiries and coordinate evaluations across markets.

You will manage requests, ensure timely reporting, and contribute to a multicultural, collaborative environment with opportunities for growth.

Qualifications

• Excellent written and verbal English communication skills.
• Strong communication and customer service skills.
• Attention to detail and ability to perform repetitive tasks accurately.
• Good problem-solving and time management skills.
• Ability to work independently and meet deadlines in a fast-paced environment.
• Fresh graduates are welcome to apply.

Responsibilities

• Assign evaluations to registered mystery shoppers and auditors in the Americas / Europe region using SonataCX systems and platforms
• Follow up with shoppers and auditors to ensure evaluations and reports are submitted within required timeframes
• Respond to enquiries from shoppers, auditors, and clients in a professional and timely manner
• Investigate and resolve issues relating to shopper assignments, reports, and market operations
• Conduct quality control checks on reports and survey results to ensure compliance with service standards and client requirements
• Validate receipts, images, and supporting documents submitted by shoppers
• Assist with the recruitment and onboarding of new shoppers and auditors across global markets
• Ensure all work is completed within agreed service level agreements (SLAs)
• Support ad hoc projects and operational activities as required

Skills

English communication

Customer service

Time management

Education

Higher Secondary / Diploma / Bachelor

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Customer Service Executive [Night shift]

We’ve been improving customer experience experts worldwide since 1995. From humble beginnings, and an aspirational name, our belief and determination grew GAPbuster Worldwide from a local start-up to a truly global success story.

Today, as Sonata CX, we have offices and teams of customer experience experts worldwide, covering the widest range of measurement programs in over 100 countries. We’re looking to grow our terrific team to support the next stage of our plans.

Our expertise lies in our ability to deliver bespoke, highly complex, ongoing measurement programs that drive change from your frontlines teams and throughout your organisation.

About the Position

Customer Service Executive

Employment Type: Full-Time, Permanent

Why Join Us?

Performance-based incentives and recognition

Multicultural and collaborative work environment

Career growth and advancement opportunities

Medical and insurance coverage

Nuptial Leave, Carer's Leave, Compassionate Leave, and Parental Leave

Key Responsibilities

Assign evaluations to registered mystery shoppers and auditors in the Americas / Europe region using SonataCX systems and platforms

Follow up with shoppers and auditors to ensure evaluations and reports are submitted within required timeframes

Respond to enquiries from shoppers, auditors, and clients in a professional and timely manner

Investigate and resolve issues relating to shopper assignments, reports, and market operations

Conduct quality control checks on reports and survey results to ensure compliance with service standards and client requirements

Validate receipts, images, and supporting documents submitted by shoppers

Assist with the recruitment and onboarding of new shoppers and auditors across global markets

Ensure all work is completed within agreed service level agreements (SLAs)

Support ad hoc projects and operational activities as required

Requirements

Higher Secondary, STPM, ‘A’ Level, Pre-U, Diploma, Advanced / Higher / Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree in any field

Excellent written and verbal English communication skills

Strong communication and customer service skills

Excellent attention to detail and ability to perform repetitive tasks accurately

Good problem-solving and time management skills

Ability to work independently and meet deadlines in a fast-paced environment

Previous customer service experience is an advantage but not essential

Applicants must be willing to work in Petaling Jaya

Fresh graduates are also welcome to apply