Role Overview
This is a fully remote position supporting customers based in Hong Kong. As a Customer Service Executive, you will serve as a key point of contact for inquiries delivered through email, live chat, and phone channels. Your primary responsibility is to deliver timely, accurate responses and ensure issues are resolved efficiently while maintaining a high standard of service quality.
Key Responsibilities
- Respond to customer inquiries promptly and accurately across multiple platforms, including email, chat, and phone
- Investigate and resolve complaints with a focus on customer satisfaction and clarity
- Deliver precise information about company products and services using clear, professional language
- Escalate complex cases to the appropriate internal teams when necessary
- Keep detailed records of all customer interactions and follow-up actions
- Follow established service guidelines and compliance procedures
- Support ongoing improvements to customer service workflows and documentation
- Work collaboratively with team members to meet shared performance goals
Qualifications and Skills
- Fluency in spoken and written Hong Kong Cantonese is required
- Strong command of written and spoken English
- At least one year of experience in customer support, with direct experience handling digital inquiries via email and chat
- Familiarity with customer service platforms such as Zendesk is preferred
- Proven ability to solve problems logically and communicate solutions effectively
- Skilled at managing multiple tasks while maintaining accuracy and focus
- Demonstrated attention to detail and reliability in documentation
- Self-motivated with the ability to work independently and contribute to team success
Work Environment
This role operates fully remotely for candidates based in Malaysia. You will have access to professional development resources, mental wellness support, and structured career pathways. Benefits include annual leave, birthday leave, tenure-based leave, and opportunities for internal mobility. The company supports international remote work under defined conditions.
Compensation and Tools
The position offers a competitive salary. You will use Zendesk as the primary support ticketing system. No equity or additional compensation components are included.
