Executive, Customer Support

Telum Media; Kuala Lumpur; Hybrid; MYR 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company that thrives at the intersection of media and PR. As an Executive in Customer Support, you'll play a vital role in ensuring seamless service for clients in the Middle East. This position offers a unique opportunity to develop your skills in a dynamic environment while working with a passionate team. With a focus on customer engagement and data analysis, you'll help drive client satisfaction and retention. Embrace a hybrid working model and enjoy a supportive culture that values diversity and inclusion. Your career in the media and communications industry starts here!

Benefits

Comprehensive training and development programme

Annual leave: 15 days

Company social events

Close to MRT TTDI station

Qualifications

• 1-2 years of customer support experience in a tech environment.
• Strong interest in customer service and managing interactions.

Responsibilities

• Provide support for Middle East clients ensuring uninterrupted service.
• Collaborate with team to resolve complex customer issues.

Skills

Customer Service

Communication Skills

Problem-Solving

Data Analysis

Education

Bachelor’s Degree

Tools

Intercom

Freshdesk

Job description

Are you a people person who thrives on making new connections? Are you looking to join a dynamic team that works at the intersection of the media and PR industries? Join Telum Media and take your career to the next level.

Telum Media is a tech company, founded in 2013, that creates connections between the communications and media industries across the Asia-Pacific region, Australia, New Zealand, and the Middle East. We work with our friends in journalism and public relations every day to update our comprehensive, MEA and APAC-wide information platform, publish breaking industry news, and host tailored regional networking and educational events.

We are seeking a motivated and enthusiastic Executive, Customer Support to join our Customer Support Team in Kuala Lumpur. This role is ideal for those with one to two years of customer support experience looking to gain more exposure. The ideal candidate will have a strong interest in customer service, excellent communication skills, and the ability to manage customer interactions across multiple time zones. This role specifically covers Middle East, ensuring seamless support for our customers in the Middle East region.

What you will do:

· Team Support: Working as part of a team of customer support representatives to ensure consistent deliver of high-quality service, directly reporting to the Manager, Customer Support

· Customer Support Coverage: Provide support for Middle East clients from 1:00 PM to 10:00 PM Malaysia time (9:00 AM to 6:00 PM Dubai time), ensuring uninterrupted service.

· Customer Engagement: Handle inquiries via email and chat, resolve issues efficiently, and maintain a professional and customer-centric approach.

· Escalation: Collaborate with the team to escalate and manage complex customer issues, ensuring timely and effective resolutions in alignment with company guidelines.

· Data Analysis: Analyzing customer activity data to identify trends, insights, and opportunities for the Client Management Team to engage to help drive client retention.

· Collaboration with Client Manager: Support the Middle East Client Manager by managing customer requests

· Communication: Foster clear communication within the team and with other departments, sharing relevant information and insights to improve overall customer satisfaction.

· Technology Utilization: Learn and utilize Telum Media’s platform as well as the other customer support tools and systems to help drive customer insights.

· Training & Documentation: Update internal support guides and contribute to training materials to enhance the knowledge base for both customers and internal teams.

What we’re looking for:

· Bachelor’s degree or equivalent experience in a related field.

· Minimum 3 years of customer support experience, preferably in a SaaS or technology-driven environment.

· Strong written and verbal communication skills in English.

· Experience with customer support tools such as Intercom, Freshdesk, or similar platforms.

· Problem-solving mindset with a customer-first approach.

· Ability to work independently and efficiently in a remote support environment.

· Strong attention to detail and accuracy in all communications and tasks.

· Willingness to adapt to different time zones and work schedules as need.

What we offer:

· A comprehensive training and development programme to support your career progression

· A hybrid working environment

· Annual leave: 15 days

· Company social events

· Our office is 5 minutes walking distance from MRT TTDI station.

Telum Media is committed to inclusion and diversity, and we encourage all qualified individuals to apply for this position. If you are passionate about developing a career at the heart of the media and communications industries, we look forward to hearing from you