Overview
Customer Service Associate Jobs in Federal Territory of Kuala Lumpur, Malaysia at Pandai
Title: Customer Service Associate
Company: Pandai
Location: Federal Territory of Kuala Lumpur, Malaysia
About the Role
We are looking for a dedicated and proactive Customer Service Associate to join our team at Pandai. In this role, you will be the frontline voice of our company, ensuring our users receive exceptional, timely, and empathetic support. This is a fully remote position that requires excellent communication skills, a knack for multitasking, and a passion for customer satisfaction.
Working Hours & Schedule
- Working shift: 2:00 PM 10:00 PM (Wednesday to Sunday)
- Off days: Monday & Tuesday (subject to change based on operational needs)
- Required to be on standby beyond 10:00 PM during product launches or company events
What We Offer
- Fully Remote working arrangement
- Additional night shift allowance
Job Description
- Respond promptly to customer inquiries via WhatsApp (call if needed) and ensure all backlogs are cleared by the end of each working day.
- Follow up with users on pending issues, enquiries, or unresolved cases to ensure timely resolution and a smooth customer experience.
- Handle customer complaints, feedback, and requests professionally, including retention support for churned or dissatisfied users.
- Monitor support automation flows to ensure responses are accurate, timely, and aligned with customer needs.
- Prepare and send targeted support messages or updates to relevant customer groups, ensuring clarity and relevance.
- Track active user behaviour via internal tools and flag any anomalies, issues, or trends that may impact customer experience.
- Coordinate with internal teams (e.g. academic/scheduling) to ensure accurate information is shared with users regarding classes or sessions.
- Support live sessions by assisting with customer queries, troubleshooting, and post-session follow-ups.
- Maintain a strong and up-to-date understanding of Pandai’s products and services to provide accurate and helpful support.
- Handle day-to-day administrative tasks related to customer support operations.
- Support ad hoc tasks as assigned by the manager
If you are passionate about delivering top-tier support and want to grow with a dynamic team, we would love to hear from you. Please apply today!
