Customer Support Executive

Work From Home

Malaysia-based remote role

Working Hours

12-hour shift arrangement based on roster

Possible shift timings:

1. Day Shift: 9:00am – 9:00pm
2. Night Shift: 9:00pm – 9:00am

Candidates must be comfortable working on weekends, public holidays, and rotating schedules where required.

Job Summary

We are looking for responsible and service-oriented Customer Support Executives to support a 24/7 customer service operation.

The role involves handling customer calls, enquiries, follow-ups, and basic support matters in a professional and timely manner. The successful candidate should be able to work independently in a remote environment, communicate clearly, and follow proper escalation and reporting procedures.

Key Responsibilities

1. Handle inbound and outbound customer calls professionally
2. Respond to customer enquiries and provide accurate information
3. Assist customers with basic troubleshooting, account-related enquiries, service issues, and follow-up matters
4. Record customer interactions and update case details accurately
5. Escalate complex or urgent cases to the Senior Agent or Team Leader when required
6. Follow standard operating procedures and service guidelines
7. Maintain good service quality, response time, and call-handling standards
8. Provide timely updates on unresolved cases
9. Support handover between shifts to ensure continuity of service
10. Attend virtual briefings, training sessions, and performance reviews when required
11. Maintain confidentiality of customer and company information
12. Work closely with team members, Senior Agents, Team Leaders, and HR Evolve to ensure smooth daily operations

Requirements

1. Based in Malaysia
2. Prior experience in customer service, call centre, helpdesk, or client support preferred
3. Able to work from home with a stable internet connection and suitable working environment
4. Comfortable working 12-hour shifts, including day shift or night shift
5. Able to work weekends and public holidays based on roster
6. Able to read, write, and speak Chinese fluently
7. Good communication skills in English
8. Bahasa Malaysia or other language ability will be an advantage
9. Patient, professional, and customer-oriented
10. Able to handle difficult customers calmly and professionally
11. Good problem-solving skills and attention to detail
12. Able to follow instructions, SOPs, and escalation procedures
13. Responsible, punctual, and able to work independently with minimal supervision
14. Basic computer literacy and ability to use online communication / CRM tools