Customer Support Advisor

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Address customer concerns regarding purchases, orders, shipping, setup, connectivity, and warranties.

• Offer attentive responses accompanied by step-by-step guidance and solutions.

• Provide customer support via chat, email, and phone channels.

• Attend to inquiries, troubleshoot issues, and supply relevant information.

• Proactively identify and resolve potential problems before they affect the customer experience.

• Work in collaboration with other teams to pinpoint recurring issues and contribute to ongoing improvement efforts.

• Keep current with knowledge of clients’ products and services.

• Create and revise knowledge base articles for both internal and customer use.

• Exhibit empathy and active listening skills during customer interactions.

• Clearly communicate complex ideas in a way that is easy to understand.

• Follow established quality standards diligently.

• Engage in regular training sessions to enhance skills.

⛳️ Requirements

• A minimum of 2-3 years of demonstrated experience in customer service, particularly in live interactions through chats, emails, and/or phone channels.

• Background in supporting and troubleshooting technical inquiries.

• A growth-oriented, curious mindset, with the ability to adapt to evolving policies and guidelines.

• Capability to work both independently and collaboratively within a dynamic environment.

• Proficient in resolving issues related to orders, shipping, connectivity, and operations.

• Exceptional English written and verbal communication skills at the C2 level.

• Experience in assisting US and/or UK customers is a plus.

• A strong commitment to providing outstanding customer service and exceeding customer expectations.

• Competence in managing challenging customer interactions with professionalism.

• Availability for rotational shifts from 7am to 8pm local time, including weekends.

🏝️ Benefits

• Flexible Benefits totaling 137.5 MYR per month.

• Annual internet allowance of 548.96 MYR.

• One-time home office allowance of 500 MYR.

• An Oura Ring provided.

• 10 Days of Annual Leave.

• Permanent Employment Contract.

• Necessary equipment provided.

• A Buddy assigned upon joining.

• Access to an Online Gym and Wellbeing Studio.

• Opportunities for professional growth.

• Enjoyable company events and team outings.

• Autonomy and responsibility in your role.

• Work-from-home opportunity available based in Malaysia.