Senior Customer Service Executive

Sunrise & Co (Pte) Ltd; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A regional e-commerce leader based in Kuala Lumpur is seeking a Senior Customer Service Executive to oversee day-to-day operations across Southeast Asia. The ideal candidate will have 3-5 years of customer service experience, strong communication skills, and familiarity with tools like Zendesk. Responsibilities include managing escalated tickets, ensuring KPIs are met, and coaching junior staff. Join a dynamic team in a fast-paced environment.

Benefits

Opportunity within a performance-driven company

Join a market leader in Apparel & Sporting Goods

Qualifications

• 3-5 years of experience in customer service in an e-commerce environment.
• Strong communication skills to handle difficult conversations.
• Familiarity with customer service tools such as Zendesk.

Responsibilities

• Manage escalated support tickets across multiple markets.
• Monitor and ensure KPIs like response time and customer satisfaction.
• Provide coaching to junior customer service executives.

Skills

Customer service skills

Communication skills

Problem-solving

Multilingualism

Tools

Zendesk

Job description

We are looking for a Senior Customer Service Executive to join our regional team based in Malaysia. Reporting to the Head of E-Commerce, you will lead day-to-day customer support operations across multiple Southeast Asian markets (MY, SG, ID, HK, VN). This role supports a high-growth regional e-commerce business across Southeast Asia, with direct exposure to operations, marketing, and leadership teams.

Role Overview

To handle escalated customer issues, maintain high customer satisfaction, support junior CS team, and define standards/process improvements across markets (MY, SG, ID, HK, VN). You will be expected to uphold CS performance standards across markets, using tools and data to improve customer satisfaction and efficiency.

Key responsibilities

• Manage high-complexity or escalated support tickets (returns, refunds, shipments, cross-border issues)
• Monitor KPIs: response time, resolution time, CSAT / NPS
• Ensure KPIs are met including first response time, resolution time, CSAT/NPS targets, and escalation rate
• Provide coaching/training to junior CS executive(s)
• Develop and maintain knowledge base/support workflows
• Liaise with operations, logistics, and marketplace partners to resolve root causes of recurring issues
• Help localize support (language, cultural nuance) for different markets

Workdays: Mon–Sat

Shifts: 9:00 AM – 6:00 PM, 6:00 PM – 12:00 AM (Rotation across the two shifts; Saturday availability required)

Ideal Profile

• 3–5 years in customer service in e-commerce/marketplace environment
• Strong communication skills; ability to handle difficult customer conversations
• Multilingual is a plus (English + Bahasa Malaysia + Mandarin/Cantonese, possibly Vietnamese/Indonesian)
• Good problem-solving, process orientation
• Familiarity with CS tools (e.g., Zendesk)
• Experience with regional operations or multi-country e-commerce is a strong advantage
• Comfortable working in a fast-paced, cross-functional environment

Reports to: Head of E-Commerce

What's on Offer?

• Opportunity within a company with a solid track record of performance
• Join a market leader within Apparel & Sporting Goods