Night-Shift Customer Experience Specialist

Sonata Software; Selangor; On-site; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Performance incentives

Multicultural environment

Career growth

Medical coverage

Leave benefits

Job summary

Sonata CX in Petaling Jaya is seeking a Customer Service Executive for the night shift to support our global shopper and auditor programs. This full-time role requires strong English communication, attention to detail, and the ability to handle inquiries and coordinate evaluations across markets.

You will manage requests, ensure timely reporting, and contribute to a multicultural, collaborative environment with opportunities for growth.

Qualifications

• Excellent written and verbal English communication skills.
• Strong communication and customer service skills.
• Attention to detail and ability to perform repetitive tasks accurately.
• Good problem-solving and time management skills.
• Ability to work independently and meet deadlines in a fast-paced environment.
• Fresh graduates are welcome to apply.

Responsibilities

• Assign evaluations to registered mystery shoppers and auditors in the Americas / Europe region using SonataCX systems and platforms
• Follow up with shoppers and auditors to ensure evaluations and reports are submitted within required timeframes
• Respond to enquiries from shoppers, auditors, and clients in a professional and timely manner
• Investigate and resolve issues relating to shopper assignments, reports, and market operations
• Conduct quality control checks on reports and survey results to ensure compliance with service standards and client requirements
• Validate receipts, images, and supporting documents submitted by shoppers
• Assist with the recruitment and onboarding of new shoppers and auditors across global markets
• Ensure all work is completed within agreed service level agreements (SLAs)
• Support ad hoc projects and operational activities as required

Skills

English communication

Customer service

Time management

Education

Higher Secondary / Diploma / Bachelor

Job description

Sonata CX in Petaling Jaya is seeking a Customer Service Executive for the night shift to support our global shopper and auditor programs. This full-time role requires strong English communication, attention to detail, and the ability to handle inquiries and coordinate evaluations across markets.

You will manage requests, ensure timely reporting, and contribute to a multicultural, collaborative environment with opportunities for growth.