Customer Service Specialist (Work in Office)

Customer Service Specialist (Work in Office) - Sungai Petani Kedah

Sungai Petani, Kedah, Malaysia

About SummitNext

SummitNext Technologies Sdn. Bhd. is a leading Business Process Outsourcing (BPO) and technology solutions provider, delivering customer experience, recruitment, and digital business solutions to clients across Asia-Pacific and beyond.

We are looking for passionate and customer-focused individuals to join our team as Customer Service Executives, supporting one of Southeast Asia's leading e-commerce platforms, Shopee. If you enjoy helping customers, solving problems, and working in a dynamic environment, we'd love to hear from you.

Position

Customer Service Executive (Voice | Email | Live Chat)

Location: Sungai Petani, Kedah

Employment Type: Full-Time

Job Responsibilities

As a Customer Service Executive, you will be the first point of contact for Shopee customers, delivering excellent customer service across multiple communication channels.

Your responsibilities include:

• Handle customer enquiries professionally via voice calls, email, and live chat.
• Assist customers with order status, delivery updates, returns, refunds, account-related enquiries, and product information.
• Resolve customer concerns efficiently while adhering to company policies and service standards.
• Accurately document all customer interactions in the CRM system.
• Escalate complex issues to the relevant internal teams when necessary.
• Maintain high levels of customer satisfaction by providing timely and effective solutions.
• Meet individual and team KPIs, including quality, productivity, customer satisfaction (CSAT), and attendance.
• Stay updated on Shopee products, services, promotions, and internal processes

Requirements

• Minimum SPM or equivalent (Diploma/Degree is an added advantage).

• Good command of Malay & English (both spoken and written).

• Customer service, call centre, or BPO experience is an advantage, but fresh graduates are encouraged to apply.

• Strong communication and interpersonal skills.

• Able to multitask and work efficiently in a fast-paced environment.

• Basic computer literacy and typing skills.

• Willing to work on rotational shifts, including weekends and public holidays.

• Working Hours

• This role operates on a rotational shift schedule, following operational requirements. Shift timings include:

• 7:00 AM – 4:30 PM

• 8:00 AM – 5:30 PM

• 8:30 AM – 6:00 PM

• 9:00 AM – 6:00 PM

• 12:30 PM – 10:00 PM

• 2:30 PM – 12:00 AM

• 10:00 PM – 7:30 AM

Working Schedule:

• 5 working days per week
• 2 rotational off days per week

Salary

• Basic RM2000
• Performance KPI (up to RM250 per month)

Benefits

• EPF, Socso
• Birthday Leave
• Maternity leave
• Annual Leave, Maternity Leave, Parental Leave, etc
• Opportunities for promotion
• Professional development

Expected Start Date:

• Immediately