Non-Voice Customer Service Representative (Night Shift)

Yao Yao Info Tech Sdn Bhd; Kuala Lumpur; On-site; MYR 28,000 - 39,000; Full time

Job summary

Jora Malaysia is seeking a Non-Voice Customer Service Representative on night shift to support Malaysia and Singapore customers. You will handle live chat, social media messaging, and after-sales inquiries, guiding purchases and improving customer satisfaction.

Responsibilities include following SOPs, ticketing accurately, and coordinating with internal teams and international colleagues to ensure fast resolutions and high service standards.

Qualifications

• Previous working experience in customer service or related fields is an added advantage.
• Ability to create and produce documents very carefully (very important).
• Knowledge in handling basic computer tools incl. Excel/Word.

Responsibilities

• Manage live chat for pre-sales and post-sales for Malaysia and Singapore customers.
• Maintain private messages and comments on the brand's official social media.
• Respond to customer needs, guide purchases, and improve retention and conversion.
• Resolve after-sales problems according to SOP and ensure satisfaction.
• Fill customer service work tickets accurately.
• Collaborate cross-department and cross-team to resolve issues quickly.
• Coordinate with the international team to maintain consistency and satisfaction.
• Provide fast and timely solutions to all customer-related problems.
• Uphold company service standards and handle complaints within time limits.
• Follow communication procedures, guidelines, and policies.
• Able to work night shift.

Skills

Customer service

Documentation

Attention to detail

Tools

Microsoft Excel

Microsoft Word

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.

Non-Voice Customer Service Representative (Night Shift)

Responsible for the live chat communication (pre-sales & after sales) of Malaysia and Singapore customers.

Responsible for the maintenance of private messages and comments on the brand's official social media.

Respond to customer needs and consultation in a timely manner, guide purchases and improve customer retention and conversion of consultation.

Help customers deal with after-sales problems according to the SOP process and improve customer satisfaction.

Accurately fill in the customer service work tickets as required to ensure the completeness and accuracy of the work tickets.

Deeply participate in cross-department / cross-team communication and promote the rapid resolution of various pre sales and after-sales problems.

Deeply cooperate with the international team, maintain consistency, and continuously improve customer satisfaction.

To provide fast and timely solutions to all customer related problems.

To ensure customer satisfaction by providing excellent Customer Services.

To be constantly guided by company's service standards.

Handle complaint, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Follow communication procedures, guidelines, and policies.

ABLE TO DO NIGHT SHIFT

Previous working experience in customer service, or customer service-related fields (i.e. E-Commerce, Telemarketing, Billing, Customer Liaison etc) is an added advantage.

Ability to create and produce documents very carefully (very important).

Knowledge in handling basic computer (Microsoft Excel/Word etc).