Customer Support Executive

WDD Malaysia; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer support company in Malaysia is seeking a Customer Support Specialist to address customer queries through various channels. The role involves analyzing product issues, updating databases, and gathering customer feedback. Ideal candidates should possess excellent communication skills, experience in customer support, and familiarity with help desk software. A high school diploma is required, with additional certification in Customer Service being a plus. This job provides an opportunity to work in a dynamic environment, helping enhance customer satisfaction.

Qualifications

• Experience as a Customer Support Specialist or similar role.
• Familiarity with the industry is a plus.
• Excellent communication and problem-solving skills required.

Responsibilities

• Respond to customer queries in a timely manner.
• Inform customers about new features and functionalities.
• Gather customer feedback and share with relevant teams.

Skills

Customer Support

Excellent communication

Problem-solving

Multi-tasking

Education

High school diploma

Certification in Customer Service

Tools

Help desk software

CRM systems

Remote support tools

Job description

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.