Hybrid Customer Care Specialist - Resolution Expert

CaterSpot Malaysia Sdn Bhd

Kuala Lumpur

Hybrid

MYR 67,000 - 100,000

Full time

3 days ago

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Benefits offered by this job

Competitive compensation

Medical benefits

Hybrid working

Open and inclusive culture with open‑h

Progressive time-off that increases

Annual offsite retreat and monthly 팀

Job summary

CaterSpot Malaysia Sdn Bhd is seeking a Customer Care Executive to be at the heart of our customer experience, handling inquiries across phone, chat, email and WhatsApp and ensuring orders run smoothly. You’ll work with restaurant partners and internal Operations, Logistics and Finance teams to resolve issues quickly and keep customers happy, especially during peak lunch hours.

This hybrid role in Kuala Lumpur offers competitive pay, medical benefits and a collaborative, open culture with room

Qualifications

2+ years in customer support, preferably B2B or account-facing.
You own messy cases end to end rather than passing them on.
You chase things to closure and follow up without being asked.
You follow a process exactly with SOPs for refunds, food safety and dietary requirements.

Responsibilities

Carry order problems to closure across customer, caterer and internal teams.
Handle substitutions and order changes by coordinating with vendors and updating the order in our admin.
Respond to customers via WhatsApp, chat, email and phone, including live calls during peak lunch rush.
Apply Service Recovery SOP and escalate when beyond your authority.
Maintain accurate order records; make precise edits to live orders.