Seller Support Specialist, Live Chat & Escalations

SummitNext Technologies Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

SummitNext Technologies Sdn Bhd is seeking a Customer Service Executive, L2 Managed Seller, to provide real-time assistance to managed sellers via live chat and webforms in a fast-paced environment in Kuala Lumpur.

The role requires a Diploma and 1–3 years in customer service, with strong English and Bahasa Malaysia communication. You will collaborate with RR, Logistics, and Tech teams to resolve issues and maintain high CSAT.

Qualifications

• Diploma in business administration, communications, customer service, or related field.
• 1–3 years of customer service experience, preferably in e-commerce or operations support.
• Experience with live chat and ticketing/case management systems.
• Exposure to logistics, returns/refunds or disputes is a plus.
• Strong written and verbal communication in English and Bahasa Malaysia; Mandarin is an advantage.
• Ability to work in a fast-paced, high-volume environment.
• Sense of ownership and accountability.
• Provide real-time assistance to managed sellers via live chat and webforms within SLA.
• Coordinate with RR, Logistics, Vendor Management, Tech for resolution.
• Maintain CSAT and meet response-time KPIs.

Responsibilities

• Provide real-time assistance to managed sellers via live chat.
• Handle and resolve seller inquiries submitted via webforms within defined SLA.
• Manage workload efficiently across webform cases and live chat queues.
• Deliver clear, professional, and solution-oriented responses.
• Identify high-risk or complex issues and elevate to RR or Logistics.
• Liaise with internal stakeholders to resolve issues.
• Ensure proper case documentation, updates, and tagging/routing.
• Manage escalations and ownership until closure.
• Work with cross-functional teams and follow up on investigations.
• Meet KPIs such as QA, CSAT, and productivity.

Skills

Live chat

Case management

Communication

English

Bahasa Malaysia

Stakeholder management

Education

Diploma

Job description

SummitNext Technologies Sdn Bhd is seeking a Customer Service Executive, L2 Managed Seller, to provide real-time assistance to managed sellers via live chat and webforms in a fast-paced environment in Kuala Lumpur.

The role requires a Diploma and 1–3 years in customer service, with strong English and Bahasa Malaysia communication. You will collaborate with RR, Logistics, and Tech teams to resolve issues and maintain high CSAT.