Customer Support Executive: Solve & Delight + Bonuses

WDD

Petaling Jaya

On-site

MYR 42,000 - 54,000

Full time

1 hour ago

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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.