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Open nowFirst seen 4 days ago

Customer Service Executive, L2 Managed Seller

SummitNext Technologies Sdn Bhd224 open roles

Where
Kuala Lumpur, Malaysia
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Your applicationOpen nowCustomer Service Executive, L2 Managed SellerSummitNext Technologies Sdn Bhd · Kuala Lumpur, Malaysia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on SummitNext Technologies Sdn Bhd's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

Job Description:

  • Minimum Diploma in Business Administration, Communications, Customer Service, or any related field
  • 1–3 years of experience in customer service, preferably in e-commerce or operations support
  • Experience handling live chat and/or case management (ticketing/webform systems) is preferred
  • Prior exposure to logistics, return & refund processes, or dispute resolution will be an added advantage
  • Strong written and verbal communication skills (English & Bahasa Malaysia), Mandarin will be an advantage
  • Ability to work in a fast-paced, high-volume environment
  • Strong sense of ownership and accountability
  • Provide real-time assistance to managed sellers via live chat, handle and resolve seller enquiries submitted via webforms within defined SLA.
  • Manage workload efficiently across both webform cases and live chat queues.
  • Deliver clear, professional, and solution-oriented responses.
  • Identify high-risk or complex issues and escalate appropriately to Return & Refund (RR) disputes, Logistics issues (SPX / 3PL delays, lost parcels, POD disputes, delivery status, failed delivery)
  • Maintain high customer satisfaction (CSAT) while adhering to response time KPIs.
  • Liaise with internal stakeholders (RR Team, Logistics, Vendor Management, Tech, etc.) for resolution.
  • Ensure proper case documentation, clear updates, and accurate tagging/routing.
  • Manage escalations and ensure end-to-end ownership until closure.
  • Work closely with cross-functional teams and follow up on pending investigations and ensure timely updates to sellers.
  • Meet defined KPIs such as QA, CSAT, productivity without fail

Requirements:

  • At least min 6 months of experience in customer service, escalation handling, complaint management, or complex case resolution
  • Strong written and verbal communication skills in English and Bahasa Malaysia
  • Strong investigation skills with the ability to review details thoroughly and make sound decisions
  • Good judgment in balancing customer experience, policy compliance, and business risk
  • Strong ownership and accountability in managing sensitive cases from start to end
  • Able to work well under pressure in a fast paced and high-volume environment
  • Strong stakeholder management skills and ability to coordinate across multiple teams
  • Good problem-solving skills with ability to identify patterns, root causes, and operational gaps
  • Familiarity with internal case management systems, SOP interpretation, and escalation workflows is an added advantage
  • Experience in handling management escalations, high risk complaints, walk in cases, or backend dependent cases is preferred
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  1. A CV for this posting

    Written against SummitNext Technologies Sdn Bhd's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on SummitNext Technologies Sdn Bhd's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    SummitNext Technologies Sdn Bhd's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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