Customer Support Executive | Shifting Schedule | Contract

About the Role

We are looking for customer-focused and empathetic Customer Support Executive to provide exceptional support to riders through voice, chat, and email channels. In this role, you will serve as the primary point of contact for customers, helping to resolve inquiries, provide guidance, and deliver a seamless customer experience.

This is an excellent opportunity for candidates with customer service or contact center experience who enjoy helping people and thrive in a fast-paced, customer-centric environment.

Key Responsibilities

• Provide timely and professional support to riders via phone, chat, and email channels.
• Respond to customer inquiries, concerns, and service requests while delivering a positive customer experience.
• Investigate and resolve customer issues in accordance with established procedures and service standards.
• Document customer interactions accurately and maintain detailed records within the support system.
• Escalate complex or unresolved cases to the appropriate teams when necessary.
• Follow operational processes and guidelines to ensure consistent and high-quality service delivery.
• Meet defined service level agreements (SLAs), productivity targets, and quality standards.
• Stay up to date with product knowledge, policies, and procedures through ongoing training and coaching.
• Contribute to continuous improvement initiatives by sharing customer feedback and identifying common issues or trends.
• Work collaboratively with team members and cross-functional teams to ensure customer issues are resolved effectively.

Requirements

• Diploma, NITEC, Higher NITEC, or equivalent qualification.
• Minimum 1 to 3 years of experience in customer service, customer support, contact center, call center, hospitality, retail, or a related customer-facing role.
• Excellent verbal and written communication skills.
• Customer-centric mindset with a positive and professional attitude.
• Ability to remain calm and composed when handling challenging customer situations.
• Good problem-solving and active listening skills.
• Comfortable working in a fast-paced operational environment.
• Basic computer literacy and familiarity with customer support systems or CRM tools.
• Ability to work independently and as part of a team.
• Willingness to work shifts, weekends, or public holidays.