Global Email & Chat Support Specialist

Tsing Digital Technology Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

Jora Malaysia is seeking a Customer Service Specialist for the September intake to deliver professional support across email, live chat, and ticketing systems. You will respond promptly to inquiries, identify needs, and guide customers toward effective resolutions while maintaining high-quality communication and adherence to SOPs.

The role emphasizes handling cross-border or global e-commerce inquiries, working in a fast-paced environment, and achieving team KPIs through accurate record-keeping

Qualifications

• Diploma or Bachelor's Degree in any discipline preferred.
• Minimum 1 year of experience in customer service within ecommerce, marketplace, BPO, or contact centre environments.
• Experience providing support through email, live chat or other non-voice channels is highly preferred.
• Strong written English with CEFR B2 level (C1 preferred).
• Excellent problem-solving skills with ability to analyze issues and provide resolutions.
• Able to multitask and manage multiple conversations with accuracy.

Responsibilities

• Provide professional customer support through email, live chat, ticketing systems, and other non-voice channels.
• Respond promptly to customer inquiries related to products, services, orders, payments, and accounts.
• Identify customer needs and provide accurate, efficient solutions.
• Troubleshoot basic issues and guide customers step-by-step to resolution.
• Escalate complex cases to internal departments with proper follow-up.
• Maintain accurate records of customer interactions and resolutions in the system.
• Ensure communications meet quality standards, SOPs, and compliance requirements.
• Achieve individual and team KPIs such as response time, CSAT, quality score, and productivity targets.
• Follow up with customers to ensure issues are resolved within agreed timelines.
• Stay updated on products, policies, and system updates to provide accurate information.
• Collaborate with internal teams to improve customer experience and operational efficiency.
• Support ad-hoc operational tasks as needed.

Skills

Customer service

Email support

Live chat

Ticketing systems

Non-voice channels

Written English

CRM tools

Education

Diploma or Bachelor’s degree

Tools

Zendesk

Salesforce

Freshdesk

Job description

Jora Malaysia is seeking a Customer Service Specialist for the September intake to deliver professional support across email, live chat, and ticketing systems. You will respond promptly to inquiries, identify needs, and guide customers toward effective resolutions while maintaining high-quality communication and adherence to SOPs.

The role emphasizes handling cross-border or global e-commerce inquiries, working in a fast-paced environment, and achieving team KPIs through accurate record-keeping