Customer Service Specialist

Origin Mattress; Malaysia; Remote; MYR 41,000 - 49,000; Full time

Benefits offered by this job

100% Remote

Career growth

Inclusive culture

Impactful role

Job summary

Origin Mattress is seeking a Remote Customer Service Specialist to support our global customers from Malaysia. You will handle inquiries via email, chat, and phone, assist with orders and returns, and resolve issues to safeguard our brand reputation.

Fluency in English and Mandarin is required, Cantonese a bonus. You’ll work with Zendesk/Salesforce and thrive in a fast-paced, fully remote team reporting to our Singapore HQ.

Qualifications

• Fluent in English and Mandarin; Cantonese a bonus.
• Customer-facing experience in service or hospitality.
• Strong communication and problem-solving skills.
• Familiarity with AI chatbots and CRM systems or willingness to learn.
• Able to work remotely with minimal supervision.

Responsibilities

• Handle customer queries via email, website chat, and phone from multiple countries.
• Assist customers with placing orders, processing returns, and tracking shipments.
• Troubleshoot and resolve customer issues.
• Process refund requests per company policy.
• Provide timely updates to HQ.

Skills

English

Mandarin

Customer service

Communication

Problem solving

AI literacy

Independence

Tools

Zendesk

Salesforce

Job description

Position: Remote Customer Service Specialist

Location: Fully Remote, report to Singapore HQ

Employment Type: Full Time

Salary Range: MYR 4,000 per month

Working Hours: 2 PM - 10 PM (5 days work week)

About the Company

Origin Mattress is a global sleep technology company committed to transforming how people rest, recover, and wake up ready for life. We are expanding globally, we design award-winning mattresses and sleep essentials backed by science, innovation, and honest value.

With a strong digital presence and fast-moving retail approach, we are building the future of modern sleep — one bedroom at a time. Join us and help bring better sleep to the world.

As part of our remote customer service team, you will play a critical role in ensuring a seamless customer experience. You will be handling customer inquiries, resolving issues, and enhancing our brand reputation through excellent communication and problem-solving skills.

Responsibilities:

• Handle customer queries via email, website chat, and phone from various countries such as Malaysia, Taiwan, Hong Kong, Australia and United Kingdom.
• Assist customers with placing orders, processing returns, and tracking shipments.
• Troubleshoot and resolve customer issues and complaints effectively.
• Process refund requests in accordance with company policies.
• Provide timely updates to HQ, ensuring customer concerns are addressed promptly.

What We’re Looking For:

• Fluent in English and Mandarin – Must be comfortable handling multilingual customers. Cantonese speaking candidates will be a bonus (for Hong Kong market)
• Customer-facing experience – Background in customer service, hospitality, or other service-related industries is a plus.
• Strong communication & problem-solving skills – Ability to de-escalate issues and turn a negative experience into a positive one.
• AI Literacy – Familiarity with AI chatbots, CRM systems (Zendesk, Salesforce), or a willingness to learn.
• Adaptability & independence – Able to work remote with minimal supervision in a fast‑paced environment.

Why Join Us?

• 100% Remote Work – Work from anywhere!
• Career Growth – We invest in our employees' development and training.
• Inclusive & Innovative Culture – Work with a diverse, forward-thinking team.
• Impactful Role – Be part of a company where your work directly influences customer satisfaction.

You should NOT apply if you:

• Prefer a slow pace and well-defined routine every day
• Want strict job boundaries and "that's not my job" mentality
• Dislike learning new things or adapting when priorities shift
• Need heavy supervision and constant instructions
• Avoid accountability and owning outcomes
• Want a company where growth is comfortable, not challenging
• Prefer to maintain the status quo instead of improving processes

Origin is a fast-growing company — things move quickly, and we expect everyone to grow quickly too.

We believe that diversity drives innovation and success. We are committed to fostering an inclusive workplace where individuals from all backgrounds feel valued, respected, and empowered. We welcome diverse perspectives and ensure equal opportunities for all, creating a culture where everyone can thrive.