Customer Support Executive

WDD; Petaling Jaya; On-site; MYR 42,000 - 54,000; Full time

Job summary

WDD Malaysia - Web Design Company in Petaling Jaya is seeking a dynamic Customer Support Executive to join our team. This role focuses on resolving customer queries via phone, email, or chat, and helping users understand our features.

You will work with CRM and help desk tools, monitor social channels for feedback, and collaborate with Product, Sales, and Marketing to improve the user experience. A high school diploma is required; certifications are a plus.

Qualifications

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with our industry is a plus.
• Experience using help desk software and remote support tools.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• High school diploma; additional certification in Customer Service is a plus.

Responsibilities

• Respond to customer queries via phone, email, or chat in a timely and accurate way.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions by testing scenarios.
• Update internal databases with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Sales, and Marketing teams.

Skills

Customer service

Communication

Problem solving

Multitasking

Patience

Education

High school diploma

Customer Service certification

Tools

Help desk software

Remote support tools

CRM systems

Job description

Location: Petaling Jaya, Malaysia Job Type: Full-time Salary: Competitive with Performance Bonuses

About this Customer Support Executive Ro le:

We are seeking a dynamic Customer Support Executive to join our team. This role requires an enthusiastic individual who is skilled at solving problems and passionate about providing exceptional customer service.

Key Responsibilities:

• Respond to customer queries in a timely and accurate way via phone, email, or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
• Update our internal databases with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Sales, and Marketing teams.

Qualifications:

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with our industry is a plus.
• Experience using help desk software and remote support tools.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• High school diploma; additional certification in Customer Service is a plus.

Why Join Us?

At WDD Malaysia - Web Design Company , we offer a vibrant work environment that fosters personal and professional growth. Enjoy competitive salaries, performance bonuses, and extensive training programs to enhance your skills, and help us take our Vision one step closer.