Senior Regional Customer Experience Lead

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

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.