Senior Customer Service Executive

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

Job summary

A regional e-commerce firm is seeking a Senior Customer Service Executive in Kuala Lumpur. In this role, you will manage escalated support tickets, ensure customer satisfaction, and mentor junior team members across Southeast Asia. Candidates should have 3–5 years in customer service, excellent communication skills, and be comfortable working in a fast-paced, multicultural environment. This position offers a rotating shift system, including Saturdays.

Qualifications

• 3–5 years in customer service in e-commerce/marketplace environment.
• Ability to handle difficult customer conversations.
• Experience with regional operations or multi-country e-commerce is a strong advantage.

Responsibilities

• Manage high-complexity or escalated support tickets.
• Monitor KPIs: response time, resolution time, CSAT/NPS.
• Provide coaching/training to junior CS executive(s).
• Help localize support for different markets.

Skills

Strong communication skills

Problem-solving

Multilingual (English + Bahasa Malaysia + Mandarin/Cantonese)

Customer service experience

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.

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, 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

Skills & experience:

• 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

Application Questions

• Which of the following statements best describes your right to work in Malaysia?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Executive?
• Which of the following languages are you fluent in?
• Do you have customer service experience?