Senior Customer Service Executive

Bjak Sdn Bhd; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A technology company is seeking an experienced Senior Customer Service Executive in Kuala Lumpur. This role involves managing customer inquiries, resolving complex issues, and leading junior staff. Candidates should have at least 1-2 years in customer service, strong English and Bahasa Malaysia skills, and a solutions-driven mindset. Full training is provided, and the position offers a competitive salary in a dynamic work environment. Casual work attire is encouraged for a supportive culture.

Benefits

Competitive salary package

Continuous learning opportunities

Casual work attire

Qualifications

• Open to Malaysian citizens only.
• At least 1-2 years of customer service experience, preferably in a high-volume environment.
• Strong command of English and Bahasa Malaysia.

Responsibilities

• Handle customer interactions via live chat and calls with professionalism.
• Lead on complex cases, ensuring resolutions.
• Provide coaching and support to junior team members.

Skills

Strong communication skills

Problem-solving ability

Attention to detail

Analytical thinking

Empathy

Customer-first mindset

Education

Minimum Diploma or Degree in any field

Job description

We are looking for an experienced and proactive Senior Customer Service Executive to join our team. In this role, you will take ownership of complex customer inquiries, ensure high-quality resolutions, and help drive continuous improvements across our support operations. You will serve as a trusted escalation point, providing guidance and support to both customers and junior team members.

This position requires strong communication skills, problem-solving ability, and a deep commitment to delivering an exceptional customer experience. If you thrive in a dynamic environment and enjoy taking initiative, this role is a great fit.

Key Responsibilities

• Handle customer interactions (mainly via live chat and calls) with high accuracy, professionalism, and ownership.
• Take the lead on complex cases, ensuring timely follow-ups, thorough investigation, and complete resolution.
• Maintain strong product knowledge to guide customers effectively and support team members when needed.
• Act as an escalation point and provide coaching, support, and best practices to junior Customer Service Executives.
• Identify customer trends, recurring issues, and service gaps, and work with internal teams to drive improvements.
• Provide structured feedback to management on service quality, workflow efficiencies, and customer insights.
• Uphold service level standards, company policies, and compliance requirements.
• Contribute to a positive, collaborative, and high-performance team culture.

Requirements

• Open to Malaysian citizens only.
• Full work-from-office at 1 Tech Park, Bandar Utama.
• Able to work shift hours; 5.5 working days per week.
• Minimum Diploma or Degree in any field.
• At least 1–2 years of customer service experience, preferably in a high-volume or fast-paced environment.
• Strong command of English and Bahasa Malaysia.
• High attention to detail, strong analytical thinking, and a solutions-driven mindset.
• Able to manage pressure, multitask effectively, and handle challenging situations with professionalism.
• Strong empathy and communication skills, with a customer-first mindset.
• Immediate starters are an added advantage.
• Full training and onboarding provided.
• International work environment with a flat and agile organization.
• Supportive, results-driven team culture.
• Continuous learning, training, and development opportunities.
• Fast-paced environment with meaningful and impactful work.
• Competitive salary package.
• Casual work attire.

Application Information

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• Which of the following types of qualifications do you have?
• Do you have customer service experience?

Bjak is a technology company focused on making insurance easy, fun and more rewarding for everyone. Here at Bjak, we are dedicated in creating shared and open ecosystem giving everyone equal opportunity, accessibility and security. Bjak is led and backed by some of the most prominent executives and enterprises in Asia.