Seller Support Specialist (L2) - Live Chat & Escalations

Summitnext; Kuala Lumpur; On-site; MYR 33,480 - 50,220; Full time

Job summary

Summitnext is seeking a Customer Service Representative to support managed sellers through live chat and case management. The role requires strong communication skills in English and Bahasa Malaysia, along with at least 6 months of customer service experience. Candidates should excel in fast-paced environments and demonstrate ownership of cases. The position is based in Kuala Lumpur, Malaysia, and offers a dynamic work experience supporting e-commerce operations.

Qualifications

• 1–3 years of experience in customer service, preferable in e-commerce.
• Strong judgment in balancing customer experience with policy compliance.
• Familiarity with internal case management systems is an added advantage.

Responsibilities

• Provide real-time assistance to sellers via live chat.
• Manage workload efficiently across cases and chat queues.
• Identify and elevate high-risk issues to relevant teams.

Skills

Customer service experience

English communication skills

Bahasa Malaysia communication skills

Strong problem-solving skills

Ownership and accountability

Stakeholder management skills

Education

Minimum Diploma in Business Administration or related field

Job description

Summitnext is seeking a Customer Service Representative to support managed sellers through live chat and case management. The role requires strong communication skills in English and Bahasa Malaysia, along with at least 6 months of customer service experience. Candidates should excel in fast-paced environments and demonstrate ownership of cases. The position is based in Kuala Lumpur, Malaysia, and offers a dynamic work experience supporting e-commerce operations.