WFH Customer Service Executive

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Thrive Tech Solution Full time 30,000 - 40,000 per year

What You'll Be Doing:

  • Serve as the first point of contact for customer inquiries related to BO software functionalities and issues.
  • Provide timely, accurate, and professional responses via chat, email, or ticketing systems.
  • Troubleshoot user issues and escalate complex problems to technical teams when necessary.
  • Log, track, and manage support tickets to ensure resolution within agreed SLAs.
  • Assist clients with system navigation, feature explanation, and minor configuration support.
  • Work closely with AM(Account Manager) and BD (Business Development) teams to follow up on bugs, enhancement requests, or service outages.
  • Maintain updated documentation and knowledge base articles for user self-service.
  • Collect customer feedback and provide insights to the product and operations team for continuous improvement.

Who We're Looking For:

  • At least 1 year of experience in customer service or IT support.
  • Basic understanding of back office systems or workflow tools is an advantage. (e.g., admin panels, CRM, risk or payment dashboards).
  • Familiarity with online gaming, fintech, or SaaS platforms.
  • Flexibility to work 24/7 shifts or weekends (as needed), night shift no need to go back office.
  • Basic understanding of back-office operations or workflow systems is a plus.
  • Strong problem-solving and communication skills.
  • Able to multitask and manage priorities in a fast-paced environment.
  • Comfortable using ticketing systems, CRM platforms, and remote support tools.
  • Proficient in English and Mandarin , additional languages are an advantage.
  • Candidates fluent in mandarin are preferred as the role requires the candidate to deal with mandarin speaking clients.

What We Offer:-

  • Competitive salary package.
  • Night shift allowance
  • Monthly performance-KPI reward.
  • Target Bonus
  • EPF, SOCSO, and EIS contributions.
  • Annual Leave, Medical Leave, and paid Public Holidays.
  • Medical, Dental, Optical Coverage.
  • WFH- After Confirmation.
  • Provided training
  • Supportive, collaborative, and multicultural work environment.
  • Opportunities for promotion and internal career development.
  • Team building activities, festive celebrations, and employee engagement programs.

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