Overview
Customer Experience Executive Jobs in Federal Territory of Kuala Lumpur, Malaysia at Borong
Title: Customer Experience Executive
Company: Borong
Location: Federal Territory of Kuala Lumpur, Malaysia
Job Summary:
We are looking for a proactive, bilingual Customer Experience Executive to serve as a reliable point
of contact for our merchant sellers and partner clients.
In this role, your main focus is to keep our ecosystem running smoothly. You will handle daily
inquiries from sellers, assist with new merchant onboarding, and address incoming questions from
our key corporate and partner clients. Since our community is diverse, you will need to
communicate fluently in both Bahasa Melayu and English via Zendesk or any other CRM tool,
ensuring fast response times, clear guidance, and a seamless experience for everyone.
Key Accountabilities:
- Act as the primary point of contact for customers, addressing inquiries, resolving issues, and providing support.
- Communicate with customers via various channels, including phone, email, and chat.
- Respond promptly to customer inquiries and provide accurate, grammatically structured content and help to monitor and clear the backlog.
- Understand customer needs and preferences, tailoring interactions and solutions by weighing the options from all stakeholders’ (customer, partner, and Borong) point of view.
- Ensure accurate execution of SOPs for order fulfillment and logistics processes.
- Work collaboratively with other internal teams and communicate effectively.
- Undertake tasks/ projects under the Operations department set by the PIC.
- Monitor endorsed DO to be attached and chased for Good Received Note (GRN).
- Guide New Sellers: Walk new merchants step-by-step through account registration, profile setup, and required documentation in their preferred language (BM or English).
- Document Verification: Review submitted business documents and account details for accuracy and completeness prior to account activation.
- Listing Assistance: Help onboarding sellers with their initial product uploads to ensure compliance with catalog standards.
- Proactive Follow-up: Reach out to pending sellers to clear roadblocks and shorten their time-to-first-sale.
Position Specifications:
- Work Experience: 0 to 2 years of experience in Customer Service, Client Servicing, or E-commerce Support.
- (Fresh graduates with strong bilingual skills are encouraged to apply!) Diploma or any higher education in management, marketing or any related field.
- Specific Competencies Required
- Language Proficiency: Must be fluent in both
- written and spoken Bahasa Melayu and English to handle everyday local sellers as well as corporate partner clients.
- Tools Knowledge: Familiarity with Zendesk (or similar ticketing platforms) and basic spreadsheet tools (Excel/Google Sheets) is a plus.
- Communication Skills: Clear, polite, and effective written communication tailored to different audiences (from small local sellers to corporate client representatives).
- Attention to Detail: Meticulous approach when checking onboarding documents, seller specs, and client requests.
