Customer Support Specialist (Remote – Malaysia)

Hexcellence Consulting Sdn Bhd; Remote; MYR 100,000 - 150,000; Full time

Job summary

A consulting firm seeks a Customer Support Specialist fluent in Cantonese to join their remote team in Malaysia. Responsibilities include responding to customer inquiries, coordinating with delivery services, and collaborating with teams in Hong Kong. The ideal candidate will have past experience in customer service or logistics and be detail-oriented. This role includes benefits like EPF, SOCSO, and annual leave, promoting a collaborative work culture.

Benefits

EPF, SOCSO, EIS

12 days of annual leave

Qualifications

• Fluent in Cantonese, both spoken and written.
• Able to read and write Traditional Chinese.
• Past experience in logistics, e-commerce, or customer service is a strong advantage.

Responsibilities

• Respond to Cantonese-speaking customers via phone, WhatsApp, or email.
• Resolve pre-sale and post-sale inquiries such as shipping delays and refunds.
• Liaise with delivery service providers regarding shipment and tracking issues.

Skills

Fluent in Cantonese (spoken & written)

Basic Mandarin

Familiar with online tools

Detail-oriented personality

Collaborate with remote teams

Tools

Gmail

Excel

WhatsApp Web

Basic CRM systems

Job description

Customer Support Specialist (Remote – Malaysia)

We're looking for Cantonese-speaking support professionals in Malaysia to join our remote customer care team. You'll be the frontline of communication with our customers, and a key part of our support–tech–logistics bridge.

This is a remote position, but you’ll work closely with our Hong Kong-based team via online tools and real‑time messaging. We’re seeking someone who can collaborate effectively across borders, stay organized, and uphold our “One Step Further” service standard.

Job Description

• Respond to Cantonese-speaking customers via phone, WhatsApp, or email
• Resolve both pre‑sale and post‑sale inquiries: shipping delays, damaged parcels, order questions, refund requests
• Guide customers through system navigation (placing orders, tracking shipments, etc.)
• Ensure timely, professional follow‑up for each case

Internal Communication & Feedback Loop

• Work closely with the Hong Kong tech and ops teams to report issues and suggest UX or process improvements
• Participate in user testing for new system features, with real feedback from frontline experience
• Help shape a better and more intuitive user journey

Logistics Partner Coordination

• Liaise with delivery service providers for tracking, exception handling, and case resolution
• Submit documentation, update shipping details, or clarify delivery issues with logistics companies
• Maintain records of supplier issues and support performance reviews

Requirements

• Must be fluent in Cantonese (spoken & written)
• Able to read and write Chinese (Traditional preferred)
• Basic Mandarin is a plus (for occasional internal communication or supplier handling)
• Based in Malaysia, with stable internet and ability to work from home
• Familiar with online tools (Gmail, Excel, WhatsApp Web, basic CRM systems)
• Able to collaborate with remote teams, follow procedures, and communicate clearly
• Past experience in logistics, e‑commerce, or customer service is a strong advantage
• Positive, proactive, and detail‑oriented personality
• Someone who genuinely believes in going one step further

Employee Benefits

• EPF, SOCSO, EIS
• 12 days of annual leave

Why Join Us?

Good performance is always recognized and rewarded accordingly. We practice a vibrant, energetic, and collaborative office culture.

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