Live Chat Customer Service

Envision Talent Sdn Bhd; Selangor; On-site; MYR 39,000 - 84,000; Full time

Job summary

Jora Malaysia is seeking a Live Chat Customer Service Executive to support customers through online chat platforms. You will deliver accurate information, resolve issues efficiently, and maintain a positive and professional brand image while meeting service KPIs.

Requirements include fluency in English, Mandarin, and Malay (written); strong typing and communication skills. Fresh graduates are welcome; 1–2 years in Customer Service or related roles preferred.

Qualifications

• Proficient in English, Mandarin, and Malay (written); fluency in English and Mandarin is preferred.
• Strong typing skills with good grammar and spelling.
• Capable of handling multiple live chat sessions simultaneously.
• Patient, calm, and able to manage challenging customers professionally.
• Basic computer literacy and comfortable using online systems.
• 1–2 years of experience in Customer Service, Telemarketing, or Sales; fresh graduates welcome to apply.

Responsibilities

• Provide high-quality customer support via live chat and other online platforms in a timely and professional manner.
• Handle customer inquiries, identify issues, and deliver effective resolutions in accordance with company policies, SOPs, and compliance guidelines.
• De-escalate challenging situations calmly and elevate complex cases to the relevant departments when necessary.
• Maintain accurate and up-to-date records of customer interactions and case resolutions in the system.
• Maintain a professional, polite, and positive tone in all customer interactions to uphold the company’s brand image.
• Collaborate closely with team leaders and colleagues to ensure smooth daily operations and service continuity.

Skills

English

Mandarin

Malay

Typing skills

Communication

Multitasking

Interpersonal skills

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We are seeking a dedicated and professional Live Chat Customer Service Executive to support customers through online chat platforms. This role focuses on delivering accurate information, resolving issues efficiently, and maintaining a positive and professional brand image while meeting service KPIs.

Key Responsibilities & Authority

Provide high-quality customer support via live chat and other online platforms in a timely and professional manner.

Handle customer inquiries, identify issues, and deliver effective resolutions in accordance with company policies, SOPs, and compliance guidelines.

De-escalate challenging situations calmly and elevate complex cases to the relevant departments when necessary.

Maintain accurate and up-to-date records of customer interactions and case resolutions in the system.

Maintain a professional, polite, and positive tone in all customer interactions to uphold the company’s brand image.

Collaborate closely with team leaders and colleagues to ensure smooth daily operations and service continuity.

Meet and maintain performance KPIs, including response time, accuracy, and service quality.

Assist with ad-hoc tasks assigned by the Team Leader or Management as required.

Requirements & Qualifications

Proficient in English, Mandarin, and Malay (written); fluency in English and Mandarin is preferred as the role involves communicating with Mandarin‑speaking clients.

Able to communicate with customers in a polite, semi‑formal, and professional manner.

Strong typing skills with good grammar and spelling.

Capable of handling multiple live chat sessions simultaneously.

Patient, calm, and able to manage challenging customers professionally.

Basic computer literacy and comfortable using online systems.

1–2 years of experience in Customer Service, Telemarketing, or Sales is preferred. Fresh graduates with a strong interest in customer service are welcome to apply.

Energetic, self‑motivated, and able to work independently with minimal supervision.

Strong communication and interpersonal skills.

Willing to work shift rotations, including weekends and public holidays.