Senior Customer Care Executive - Cantonese Speaker

CaterSpot; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading food delivery service in Kuala Lumpur is seeking a Senior Customer Care Executive fluent in Cantonese to serve as the primary contact for customers. The role demands strong problem-solving and multitasking skills, along with 3–5 years of customer service experience. The successful candidate will coordinate customer interactions across various platforms and handle escalated cases professionally. Benefits include annual leave, medical insurance, and work-from-home options.

Benefits

Annual Leave

EPF / SOCSO / PCB

Allowance Provided

Medical Insurance

Medical and Hospitalisation Leave

Training Provided

Work from Home

Qualifications

• Minimum 3–5 years experience in Customer Service or a similar client-focused role.
• Proven ability to manage escalations professionally.
• Willingness to work in rotating shifts and selected Public Holidays.

Responsibilities

• Be the primary point of contact for customers across chat, email, WhatsApp, and phone.
• Coordinate between restaurants/caterers, customers, and internal stakeholders.
• Handle complex cases like food safety incidents and payment disputes.

Skills

Fluent in English

Fluent in Cantonese

Strong problem-solving skills

Tech-savvy

Strong multitasking skills

Organizational skills

Tools

Google Suite

Job description

Senior Customer Care Executive - Cantonese Speaker

Requirements

• Minimum 3–5 years experience in Customer Service or a similar client-focused role.
• Fluent in English and Cantonese, as the role involves regular communication with Cantonese-speaking clients and vendors.
• Strong problem‐solving skills, with proven ability to manage escalations professionally.
• Willingness to work in rotating shifts: 8am‑5pm, 9am‑6pm, 10am‑7pm (5‑day work week, will include weekends).
• Able to work on selected Public Holidays following Singapore’s PH schedule.
• Calm, composed, and able to make sound decisions under pressure.
• Strong multitasking and organizational skills with high attention to detail.
• Proactive, independent, and resourceful team player.
• Tech‑savvy, with proficiency in Google Suite (Sheets, Docs) and modern communication tools.

Responsibilities

• Be the primary point of contact for customers across chat, email, WhatsApp, and phone.
• Coordinate between restaurants/caterers, customers, and internal stakeholders to ensure smooth resolution and excellent service.
• Proactively support customers with their orders to deliver a world‑class customer experience.
• Handle complex and sensitive cases such as food safety incidents, payment disputes and discrepancies, service recovery situations.
• Investigate and resolve vendor statement discrepancies to ensure accurate and timely reconciliation.
• Assist with refund‑related matters in coordination with Finance and relevant teams.
• Troubleshoot invoice and billing issues for corporate clients and internal stakeholders.
• Collaborate with the Live Operations (Logistics) team for real‑time delivery communications.
• Liaise with vendors regarding order confirmations, unavailable items, and rejected orders.
• Support the Customer Care Manager with reporting, insights, and process improvements.
• Mentor junior team members and support team‑wide best practices.

Benefits

• Annual Leave
• EPF / SOCSO / PCB
• Allowance Provided
• Medical Insurance
• Medical and Hospitalisation Leave
• Training Provided
• Work from Home

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