Kerja Kerja Dari Rumah Senior Executive, Customer Service, Gaji tinggi MYR 25,000 di MatchPoint Recruitment - Maukerja

About the Role

We're looking for a Senior Executive to join our Customer Service team. You'll deliver fast, accurate, professional support through our chat channels and make sure every customer request is followed through to a proper resolution.

This is a senior individual contributor role. You won't manage people, but you will own and influence results for your team. You'll solve problems, improve processes, lead projects and work with other departments to raise the quality of our service.

What You'll Do

Lead on service quality and escalations

• Make sure customer inquiries, complaints, follow-ups and escalations are handled quickly and accurately across your team or shift
• Dig into complex or recurring issues, document them clearly and drive practical solutions within company policy
• Keep the team consistent when communicating promotions, benefits, platform procedures and other approved information

Keep systems and workload running smoothly

• Monitor how the team uses our backend and frontend systems, and flag recurring issues to Finance, Tech Support and other teams
• Balance workload, coverage and priorities so service stays strong during busy periods

Drive quality, compliance and improvement

• Check that the team follows customer service policies, data protection standards and SOPs
• Turn quality findings and performance data into improvements for the team
• Support coaching, training, calibration and knowledge-sharing

Own results

• Use data and structured problem-solving to find root causes and recommend practical fixes
• Independently lead improvement initiatives, operational analysis and reporting
• Work with stakeholders and measure the impact of what you implement

What We're Looking For

• Clear written and spoken English
• Good judgment with customers and a professional approach to difficult issues
• Accuracy, attention to detail and disciplined follow-through
• Comfort in a fast-paced digital environment
• Analytical thinking and the ability to turn complex issues into clear recommendations
• Credibility to influence others without formal authority
• A collaborative attitude and the sense to escalate when support is needed

Requirements

• Customer service or support experience
• Experience owning or influencing team-level outcomes, escalations, performance, projects or improvement initiatives
• Strong communication, problem-solving, organization and stakeholder coordination skills
• Ability to use digital support systems and manage multiple priorities remotely
• Reliable equipment and internet connection for remote work

Work Setup

• Fully remote
• Schedule follows Customer Service operational needs, including weekend or holiday coverage when assigned

Pay: Up to RM25,000.00 per month

Benefits:

• Additional leave
• Opportunities for promotion
• Professional development
• Work from home

Application Question(s):

• Are you good with technology or AI tools?

Education:

• STM/STPM (Required)

Experience:

• customer service: 3 years (Required)

Work Location: Remote