Customer Service Executive (WFH)

Thrive Global Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A forward-thinking tech company in Kuala Lumpur is seeking a Customer Support Specialist to respond professionally to customer inquiries and assist with various account management tasks. The ideal candidate will have at least 1 year of customer service experience and proficiency in both English and Mandarin. This position offers a competitive salary, performance-based rewards, and a collaborative work environment, with flexibility in working hours.

Benefits

Competitive salary

Yearly increment

Night shift allowance

Paid public holidays

Opportunities for promotion

Qualifications

• At least 1 year of experience in customer service or software/IT support.
• Basic understanding of back office systems or workflow tools is an advantage.
• Flexibility to work 24/7 shifts and weekends.
• Proficient in English and Mandarin; additional languages are an advantage.

Responsibilities

• Respond to customer inquiries via email, chat, or ticketing system.
• Troubleshoot user issues and elevate complex problems to technical teams.
• Log, track, and manage support tickets to ensure resolution within agreed SLAs.
• Assist clients with system navigation and feature explanation.

Skills

Customer service experience

Problem-solving skills

Multitasking

Proficiency in English

Proficiency in Mandarin

Tools

Microsoft Office Suite

CRM Software

Job description

Responsibilities

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

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

Serve as the first point of contact for customer inquiries related to BO software functionalities and issues.

Troubleshoot user issues and elevate complex problems to technical teams when necessary.

Log, track, and manage support tickets to ensure resolution within agreed SLAs.

Assist clients with system navigation, feature explanation, and minor configuration support.

Work closely with AM (Account Manager) and BD (Business Development) teams to follow up on bugs, enhancement requests, or service outages.

Collect customer feedback and provide insights to product and operations teams for continuous improvement.

Qualifications

At least 1 year of experience in customer service or software/IT support.

Basic understanding of back office systems or workflow tools is an advantage (e.g. admin panels, CRM, risk or payment dashboards).

Familiarity with fintech or SaaS platforms.

Flexibility to work 24/7 shifts and weekends.

Strong problem‑solving and critical‑thinking skills to effectively handle a variety of customer inquiries.

Proficiency in Microsoft Office suite and familiarity with customer relationship management (CRM) software.

Able to multitask and manage priorities in a fast‑paced environment.

Ability to work independently and as part of a team in a fast‑paced environment.

Proficient in English and Mandarin; additional languages are an advantage.

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 and monthly performance‑based reward/incentive.

Yearly increment.

EPF, SOCSO, and EIS contributions.

Night shift allowance provided.

Paid public holidays or replacement leave.

Opportunities for promotion and internal career development.

Supportive, collaborative, and multicultural work environment.