Customer Support Executive

road to ftt empire; Selangor; On-site; MYR 45,000 - 67,000; Full time

Job summary

Jora Malaysia is seeking a Customer Support Executive to manage customer communication across WhatsApp and other channels, ensuring timely and professional support. You will own cases from first contact to resolution, follow up proactively, and coordinate with internal teams to resolve issues.

The role requires fast, organized communication in Bahasa Malaysia and English, with a focus on high-quality customer care and accurate record-keeping. Apply before 9 September 2026.

Qualifications

• Fast and responsive communicator.
• Strong sense of urgency and customer ownership.
• Proactive - follows up without reminders.
• Highly organised and able to manage multiple cases.
• Good written communication in Bahasa Malaysia and English.
• Comfortable communicating with customers through WhatsApp.
• Able to handle difficult customers calmly and professionally.
• Strong attention to detail.
• Able to identify problems and elevate them appropriately.
• Reliable and accountable for assigned responsibilities.

Responsibilities

• Manage daily customer enquiries through WhatsApp and other company communication channels.
• Respond and acknowledge customer messages promptly and professionally.
• Take ownership of customer cases from initial enquiry until resolution.
• Proactively follow up on pending customer matters without reminders.
• Monitor outstanding cases and ensure no enquiry or follow-up is forgotten.
• Support customer onboarding and ongoing programme-related enquiries.
• Coordinate with internal teams to resolve customer issues.
• Identify dissatisfied, inactive or at-risk customers and take appropriate follow-up action.
• Escalate urgent complaints, refund requests, technical issues or sensitive cases to management promptly.
• Maintain an accurate Customer Support tracker with current status, next action and follow-up date.

Skills

Fast communicator

Customer ownership

Proactive follow-up

Organised

Written English/Bahasa

WhatsApp proficiency

Tools

WhatsApp

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 looking for a responsive, proactive and highly organised Customer Support Executive to manage customer communication and ensure every customer receives timely and professional support. You will be responsible for owning customer cases from first contact until resolution, following up proactively, maintaining accurate customer records, and identifying issues that require escalation.

Key responsibilities

• Manage daily customer enquiries through WhatsApp and other company communication channels.


• Respond and acknowledge customer messages promptly and professionally.


• Take ownership of customer cases from initial enquiry until resolution.


• Proactively follow up on pending customer matters without waiting for reminders from management.


• Monitor outstanding cases and ensure no customer enquiry or follow-up is forgotten.


• Support customer onboarding and ongoing programme-related enquiries.


• Coordinate with internal teams to resolve customer issues.


• Identify dissatisfied, inactive or at-risk customers and take appropriate follow-up action.


• Escalate urgent complaints, refund requests, technical issues or sensitive cases to management promptly.


• Maintain an accurate Customer Support tracker with current status, next action and follow-up date.

About you

• Fast and responsive communicator.


• Strong sense of urgency and customer ownership.


• Proactive - does not need to be constantly reminded to follow up.


• Highly organised and able to manage multiple customer cases simultaneously.


• Good written communication in Bahasa Malaysia and English.


• Comfortable communicating with customers through WhatsApp.


• Able to handle difficult customers calmly and professionally.


• Strong attention to detail.


• Able to identify problems and elevate them appropriately.


• Reliable and accountable for assigned responsibilities.

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