招聘中
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Customer Service Executive
RM3,000-5,000[月薪]
全职 · 1-3年工作经验 · 学历不限 · 柔佛-新山
立即沟通
年假EPF & SOCSO
职位详情
国籍要求：马来西亚语言要求： 英语/良好 ;中文/良好
职位描述
About the Role
This role exists to ensure merchants can continue operating and collecting revenue by providing fast, accurate, and POS-grade customer support.
You will be on the frontline, supporting live merchants through WhatsApp and ticketing systems, especially during peak business hours where system reliability and response speed are critical.
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
What We Have For You
Competitive salary package and benefits.
Internal transfer opportunities as we grow and scale.
Energetic and fun culture.
Casual dress code practice.
Career development, training opportunities.
Annual Dinner and exciting teambuilding events.
This role exists to ensure merchants can continue operating and collecting revenue by providing fast, accurate, and POS-grade customer support.
You will be on the frontline, supporting live merchants through WhatsApp and ticketing systems, especially during peak business hours where system reliability and response speed are critical.
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
What We Have For You
Competitive salary package and benefits.
Internal transfer opportunities as we grow and scale.
Energetic and fun culture.
Casual dress code practice.
Career development, training opportunities.
Annual Dinner and exciting teambuilding events.
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工作地址
柔佛-新山
Feedme POS Sdn. Bhd.
50-100人
13个热招岗位
