Premium Support Executive – Calls

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia BJAK Full time 20,000 - 40,000 per year

About the Role

We are looking for a Premium Support Executive – Calls & Live Chat (WhatsApp) to provide high-quality, personalized assistance to our premium customers through both phone calls and WhatsApp chat.

In this role, you'll handle customer inquiries, requests, and issues with professionalism, accuracy, and empathy — ensuring every customer enjoys a smooth and satisfying experience. You will be part of a dedicated team that represents our brand's premium service standard.

Key Responsibilities

  • Handle inbound and outbound calls as well as live chat interactions via WhatsApp from premium customers.
  • Deliver prompt, accurate, and courteous responses to customer inquiries, requests, and complaints.
  • Provide end-to-end case handling, ensuring timely resolution and consistent follow-up with customers.
  • Maintain a professional and empathetic tone in every interaction to create a premium service experience.
  • Collaborate with internal departments (Operations, Admin, Product, Tech, etc.) to resolve issues efficiently.
  • Accurately record customer information, case updates, and resolutions in the CRM system.
  • Identify recurring issues and provide feedback or suggestions for service improvement.
  • Uphold confidentiality and handle sensitive information with care.

Requirements

  • Diploma or Degree in Business, Communications, or related field.
  • 1–3 years of experience in customer service, preferably handling calls or live chat support.
  • Excellent verbal and written communication skills in English and Bahasa Malaysia.
  • Strong problem-solving and multitasking abilities.
  • Experience using CRM systems, live chat tools, or WhatsApp Business platforms is a plus.
  • Customer-focused, patient, and able to remain professional under pressure.
  • Willing to work fully in-office on a contract basis.

What We Offer

  • Contract role with potential renewal or conversion based on performance.
  • Competitive salary and monthly performance incentives.
  • Exposure to premium customer service handling and fast-paced business operations.
  • Supportive team environment and career development opportunities.

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