Customer Support

5 months ago


Kuala Lumpur, Malaysia Hayat Technologies Sdn Bhd Full time

The Customer Support Executive in HAYAT Technologies Sdn Bhd plays a crucial role in providing

(SELANGKAH). This individual will serve as the primary point of contact for customer inquiries,

complaints, and technical support requests. The Customer Support Executive will be responsible for

delivering exceptional customer service, troubleshooting technical issues, and ensuring customer

satisfaction.

Key Responsibilities:
1) Customer Assistance:

- Respond promptly to customer inquiries via Respond.io, Selcare CRM and WhatsApp or other

communication channels.
- Monitor all Selangkah Social Media including replying a comments.
- Provide accurate information and guidance to customers on product features, usage, and

troubleshooting steps.
- Answering customer questions to learn about their problem.
- Ability to understand customer situation and have ability to asking question to get better idea on

the situations.
- Ability to provide clear solution to the customer
- Perform other specific duty or assignment as directed by Team Lead.

2) Issue Resolution:

- Investigate and diagnose technical issues reported by customers.
- Troubleshoot software bugs, glitches, and user errors to identify root causes.
- Work collaboratively with technical teams to resolve complex customer issues in a timely manner.

3) Customer Relationship Management:

- Build and maintain positive relationships with customers through effective communication and

problem-solving.
- Proactively follow up with customers to ensure their issues are resolved satisfactorily.
- Identify recurring customer issues and escalate them to the appropriate teams for permanent

resolution.

4) Documentation and Reporting:

- Maintain detailed records of customer interactions, including inquiries, complaints, and

resolutions.
- Generate reports on customer support metrics, such as response time, resolution rate, and

customer satisfaction scores.
- Provide feedback to the product development team based on customer insights and recurring

issues.

5) Continuous Improvement:

- Stay updated on product changes, new features, and best practices to better assist customers.
- Identify opportunities to improve customer support processes and procedures.
- Participate in training sessions and professional development activities to enhance skills and

knowledge.

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: RM3,800.00 - RM5,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Application Question(s):

- Are you Malaysian ?

**Education**:

- Bachelor's (required)

**Experience**:

- Customer service: 2 years (required)
- Customer support: 2 years (required)
- Respond io: 1 year (required)



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