Customer Service Representative

Tribe Digital; Malacca City; On-site; MYR 54,000 - 80,000; Full time

Job summary

Jora Malaysia is seeking a dependable, proactive customer service professional to join our Melaka office. You will respond to inquiries via email, WeChat, Lark, and Zendesk, helping resolve issues and improve the customer experience.

This is a full-time, on-site role at the Taman Molek, Melaka office. You will work New York business hours (9:00 PM–6:00 AM, Mon–Fri) with an emphasis on empathy, problem solving, and timely records of interactions.

Qualifications

• Bachelor's degree preferred.
• Minimum 1 year of customer service, retail, or e-commerce experience is an advantage.
• Strong English communication skills; Mandarin proficiency (written and verbal) is an added advantage.
• Experience in automotive, retail, insurance, or e-commerce industries is preferred.

Responsibilities

• Respond promptly and professionally to customer enquiries and concerns via email, WeChat, Lark, and Zendesk.
• Handle customer issues and complaints by providing effective solutions.
• Gather and analyze customer feedback to identify service improvements.
• Collaborate with internal teams to enhance overall customer experience.
• Maintain accurate records of customer interactions and correspondence.
• Manage disputes related to product or shipping protection, warranty claims, cancellation and refund requests, and service quality concerns.
• Be the Backbone of Our Customer Success with empathy, patience, and professionalism.
• Adapt quickly and work effectively under pressure; take ownership of ad-hoc projects.

Skills

Customer service

Communication

Education

Bachelor's degree preferred

Tools

CRM software

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.

We are seeking someone who is dependable, proactive, and takes pride in providing excellent service. You should understand that every customer interaction represents our brand and strive to create a helpful, respectful, and positive experience.

This is a full-time, office-based position located at our Taman Molek, Melaka office. Candidates must be willing to work onsite and be comfortable working New York business hours, from 9:00 PM to 6:00 AM (Monday to Friday).

If you enjoy solving problems, communicating with people, and working in a fast-paced international environment, we would love to hear from you.

What You'll Be Doing

Respond promptly and professionally to customer enquiries and concerns via email, WeChat, Lark, and Zendesk.

Handle customer issues and complaints by providing effective solutions.

Gather and analyze customer feedback to identify service improvements.

Collaborate with internal teams to enhance overall customer experience.

Maintain accurate records of customer interactions and correspondence.

Manage disputes related to:

Product or shipping protection

Warranty claims

Cancellation and refund requests

Service quality concerns

Be the Backbone of Our Customer Success

Provide excellent customer support with empathy and patience.

Demonstrate strong problem-solving and critical thinking skills.

Maintain professionalism in handling customer concerns.

Adapt quickly and work effectively under pressure.

Take ownership of ad-hoc projects that support business growth.

What We're Looking For

Bachelor's degree preferred.

Minimum 1 year of customer service, retail, or e-commerce experience is an advantage.

Strong English communication skills; Mandarin proficiency (written and verbal) is an added advantage.

Experience in automotive, retail, insurance, or e-commerce industries is preferred.

Your Superpowers

Knowledge of insurance products or services is an added advantage.

Excellent time management and organizational skills.

Positive communication style with strong relationship-building abilities.

Willingness to learn and grow professionally.

Strong attention to detail and ability to adapt to new systems.

Good computer skills and familiarity with CRM platforms.

Bonus Points For

Experience with CRM systems such as WeChat Work, Lark, Zendesk, and email support.

Experience supporting customers on platforms such as Amazon, eBay, Alibaba International, or independent e-commerce websites.

If you are passionate about delivering excellent customer experiences and enjoy working in an international business environment, we welcome you to join our team.