Customer Support Specialist ( Voice & Non Voice)

Foundever; Kuala Lumpur; On-site; MYR 33,000 - 61,000; Full time

Job summary

Jora Malaysia is seeking a customer-support specialist to provide premium, human-first assistance across chat and phone channels, resolving technical issues and maintaining deep product knowledge. You will communicate clearly with warmth, guiding users through solutions and documenting findings to improve self-help resources.

The role emphasizes empathy, adaptability, and collaboration with engineering to flag bugs and improve policies, ensuring a high-quality user experience in a fast-changing

Qualifications

• 1–2 years of proven experience in customer support.
• Technical troubleshooting skills for software, hardware, and connectivity.
• Excellent written and spoken English (CEFR C1).

Responsibilities

• Deliver premium, human-first support across chat and phone channels.
• Speak and type naturally with a warm, conversational tone.
• Balance empathy and logic to adapt tone and judgment.
• Represent the brand authentically by avoiding robotic phrases.
• Resolve app, hardware, and connectivity issues with calm precision.
• Diagnose root causes via active listening to guide users to solutions.
• Explain complex technical solutions using product knowledge.
• Collaborate with engineering to flag recurring bugs and improvements.
• Maintain deep expertise across hardware, app, and ecosystem integrations.
• Help maintain up-to-date internal knowledge bases.

Skills

Customer support

Technical troubleshooting

CRM systems

English proficiency

Adaptability

Communication skills

Education

Diploma or Degree in technical field

Tools

CRM systems

Knowledge base software

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

An internal progression path for specialists to build their foundation through Email and Chat support, demonstrating strong performance before transitioning to Voice. This role requires delivering premium, human-first support across both chat and phone channels, resolving technical issues with calm precision, and maintaining deep product expertise.

Key responsibilities

• Deliver premium, human-first support across both chat and phone channels
• Speak and type naturally using a warm, conversational tone that sounds genuine, real, and in control
• Balance empathy and logic to adapt tone and judgment to each unique interaction
• Represent the brand authentically by avoiding robotic customer service phrases
• Resolve app, hardware, and connectivity issues step by step with calm precision and clear communication
• Diagnose root causes through active listening to guide members toward unscripted, confident solutions
• Explain complex technical solutions naturally using deep product expertise rather than rigid scripts
• Collaborate with engineering teams to flag recurring bugs, complex edge cases, and system improvements
• Maintain deep expertise across all hardware, app, and ecosystem integrations to troubleshoot with precision
• Help maintain accurate, up-to-date internal knowledge bases for the team

Requirement

• SPM, Diploma, Degree or equivalent (technical certifications are a plus)
• 1–2 years of proven experience in customer support
• Technical troubleshooting skills for software, hardware, and connectivity
• Excellent written and spoken English (CEFR C1 level or equivalent local standard)
• High adaptability to new software tools, changing products, and evolving policies
• Proficiency with CRM systems and internal knowledge base software
• Clear, natural, and confident communication style
• Strong composure and decision-making skills in dynamic situations