Call Center Executive/Lead (Customer Service) - US/ANZ/UK/Europe

Job Summary
The Call Center Executive is the first point of contact for Vuly Play's customers, providing high-quality, professional, and efficient service. This role involves handling incoming calls, emails, and live chat inquiries related to product information, orders, troubleshooting, warranty claims, and general support. The ideal candidate possesses excellent English communication skills, a patient and empathetic demeanor, and a strong commitment to customer satisfaction.

About the role
Must have high level English with Western accent.

Respond promptly and professionally to customer inquiries via telephone, email, and live chat.

Provide accurate and detailed information about Vuly Play products (features, specifications, assembly, and maintenance).

Assist customers with order placement, tracking, modifications, and cancellations.

Efficiently resolve customer issues, complaints, and service problems, escalating complex issues to the appropriate internal teams (e.g., Technical Support, Logistics) when necessary.

Process warranty claims, returns, and exchanges according to company policies and procedures.

Operational Excellence
This role requires a high level of spoken English with western accent.

Maintain a high level of product knowledge, staying up-to-date on new product launches, promotions, and policy changes.

Accurately document all customer interactions, transactions, and resolutions in the Customer Relationship Management (CRM) system.

Meet or exceed individual and team performance targets, including response time, resolution rate, and customer satisfaction (CSAT) scores.

Identify and report trends in customer inquiries or product issues to management to help improve product quality and service processes.

Teamwork and Compliance
Collaborate effectively with team members and other departments to ensure a seamless customer experience.

Adhere strictly to all company policies, procedures, and quality standards.

Participate in training sessions and team meetings to enhance skills and knowledge.

What we’re looking for
Exceptional Communication: Fluent in English (written and spoken).

Customer Focus: A genuine desire to help and resolve customer issues with empathy, patience, and a positive attitude.

Problem-Solving: Strong analytical and critical thinking skills to quickly diagnose problems and provide effective solutions.

Technical Proficiency: Competent in using computer systems, CRM software (e.g., Salesforce, Zendesk), and Microsoft Office Suite.

Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage multiple tasks simultaneously.

Team Player: Reliable, punctual, and able to work collaboratively within a team.

Nice to have
Minimum a Diploma or Degree in any field.

Proven experience (1+ years) in a high-volume call center, customer service, or client-facing role is required. Experience in the e-commerce or retail industry is a plus.

Fresh Graduates are encouraged to apply.

Working Conditions
Location: near KLCC

Working Hours: Required to cover shift rotations, weekends, or public holidays based on business needs.

Environment: Professional call center environment.

Why join us
At Vuly Malaysia, we believe our people are our greatest strength. As part of the Call Center team, you’ll be the voice of our brand, helping customers with care and professionalism. We offer competitive rewards, career growth opportunities, and a dynamic team culture where your contributions truly matter. Join us and be part of a global success story!

How To Apply

Please apply with your Resume and a short cover letter outlining:

How you meet the non-negotiables above.

Your most relevant experience supporting Western / international leadership in Call Center/Customer Service.

As part of our recruitment process, we’d like you to record a short video introducing yourself and answering a few questions. This helps us understand your communication style and spoken English.

Length: 2–3 minutes is usually enough.

* Content: Introduce yourself, explain why you’re interested in the role, and describe a past project or achievement.

* Format: Simple phone or laptop recording, no need for professional editing.

Your ability to start work immediately.

Only shortlisted candidates will be contacted. Candidates who do not provide a video will not be considered for this role.