Senior Customer Service Executive

Sunrise & Co; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading sports goods distributor in Kuala Lumpur seeks a Senior Customer Service Executive to oversee customer support operations for multiple Southeast Asian markets. The ideal candidate has 3-5 years of experience in a customer service role, excels in communication, and can manage escalated issues effectively. This role provides an opportunity to join a high-growth e-commerce business and offers competitive development opportunities.

Benefits

Opportunity within a company with a solid track record

Join a market leader within Apparel & Sporting Goods

Qualifications

• 3–5 years in customer service in e-commerce/marketplace environment.
• Ability to handle difficult customer conversations.
• Comfortable working in a fast-paced, cross-functional environment.

Responsibilities

• Manage high-complexity or escalated support tickets.
• Monitor KPIs: response time, resolution time, CSAT/NPS.
• Coach and train junior CS executive(s).
• Liaise with operations and logistics partners.

Skills

Customer service experience

Strong communication skills

Problem-solving

Multilingual

Familiarity with CS tools

Tools

Zendesk

Job description

Overview

Sunrise Group is one of the largest wholesalers and distributors of branded sports goods in Asia representing internationally renowned brands i.e. Yonex and Mikasa. Sunrise has presence in 15 countries of South East Asia, South Asia and East Asia, through its associate companies and distributorships.

With its mission statement “to be the No. 1 sports good and lifestyle company in Asia, providing a healthy lifestyle”, Sunrise is dedicated to the sale of high-quality, authentic sports equipment, and also to the development and promotion of an active sports lifestyle. Along with Yonex, Sunrise sponsors many international tournaments throughout the year and many impressive athletes on their quest to victory.

Role

Role Overview

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 purpose:

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.

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

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

What\'s on Offer?

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