Customer Service Executive - Setia Tropika

Your Day-to-Day:
-Handle inbound merchant enquiries via WhatsApp Business API and ticketing systems
-Perform first-level POS SaaS troubleshooting (orders, payments, printers, hardware, and basic system issues)
-Accurately classify issues based on severity (S1–S4) according to operational impact
-Create, update, and maintain clear, structured ticket documentation
-Escalate issues to L2 / L3 teams based on SLA, severity, and business impact
-Follow SOPs, playbooks, and guided workflows strictly to ensure consistency
-Support merchants calmly during peak hours, incidents, and irate situations
-Work collaboratively with internal teams to resolve merchant issues efficiently
-Maintain high service quality while managing multiple conversations concurrently

What You Bring to the Table
-POS SaaS troubleshooting (orders, payments, printers, hardware)
-Experience using ticketing systems (Zoho Desk, Zendesk, or equivalent)
-WhatsApp-first customer support operations
-Structured problem solving under pressure
-Clear and concise written communication (WhatsApp-grade)
-Emotional control and professionalism when handling irate merchants
-Minimum 1 year of experience in customer support, POS, SaaS, or F&B tech environment
-Experience handling live merchants or real-time operational issues is preferred
-Candidates must be well versed in Chinese and English (both written and spoken) while Malay language is good to have