Customer Support

• Resolve customer problems via telephone, email, or chat using technical product knowledge and interpersonal skills
• Troubleshoot problems involving applications, products, and vendors
• Identify, document, and escalate customer issues
• Communicate technical solutions through multiple channels
• Document customer interactions in real time and potentially author content for review
• Solve problems using knowledge of product functions, features, and customer environments
• Analyze and correct product issues and malfunctions
• Manage a full range of moderate-scope problems and modify existing procedures and processes as needed
• Manage multiple tickets involving technical problems
• Collaborate with technicians and supervisors to solve complex problems
• Explain technical issues clearly to management and customers

Customer Experience Specialist – Professional II

• Provide customer support via live chat and email in Mandarin and English
• Deliver accurate, efficient, and high-quality customer service experiences
• Assist users with platform-related inquiries, account issues, and service requests
• Monitor and follow up on customer concerns and escalations
• Identify operational risks, discrepancies, and process improvement opportunities
• Collaborate with internal teams to ensure seamless customer support operations
• Maintain up-to-date knowledge of cryptocurrency products, trading platforms, and market developments
• Contribute to customer satisfaction and overall service performance

Mandarin-Speaking Customer Support Representative

• Deliver quality customer support through inbound and outbound calls, emails, and live chat
• Handle customer enquiries and requests professionally and efficiently
• Ensure timely follow-up and resolution in line with established service standards
• Handle investor-related operations including onboarding, funding activities, and compliance monitoring
• Ensure investor requests and operational processes are handled accurately and within required timelines
• Collaborate with internal teams to support smooth day-to-day operations
• Demonstrate professionalism, accountability, and alignment with company values
• Handle other operational duties and ad-hoc assignments
• Engage leads throughout the conversion funnel and guide them toward becoming potential investors
• Support a smooth and impactful customer journey

Senior Executive, Customer Experience

• Support end-to-end delivery across the GenAI lifecycle for Virtual Agent and Agent Assist initiatives
• Collaborate cross-functionally to deliver seamless experiences across channels and touchpoints
• Translate business priorities into actionable requirements by documenting use cases, customer/agent journeys, functional needs, and acceptance criteria
• Improve Virtual Agent experiences by refining conversation flows, prompts, fallbacks, escalation/handovers and routing
• Enhance Agent Assist by validating and improving suggested answers, knowledge retrieval, summaries, next-best actions and disposition support
• Analyse conversation logs, contact drivers, transfer reasons and agent feedback to identify pain points and automation opportunities
• Curate and tag utterances, intents, entities and content; flag gaps, inaccuracies and edge cases
• Execute QA and release readiness activities including test planning, regression testing, UAT support and defect logging
• Monitor KPIs such as containment/resolution, transfer rate, answer quality, agent adoption, time saved and CSAT; share weekly recommendations
• Maintain journey maps, intent catalogues, test scripts, known issues logs, release notes and playbooks
• Follow data privacy, security and compliance requirements and flag responsible AI risks
• Propose experiments, measure outcomes and support iterative tuning to improve customer and agent experience

Customer Experience Intern

• Drive day-to-day KYC onboarding and periodic KYC reviews/remediation activities for partners according to established processes and controls
• Review submitted KYC information and documentation for completeness and accuracy
• Coordinate with stakeholders to obtain missing or additional documentation
• Manage follow-ups to ensure KYC cases progress within agreed timelines
• Respond to and resolve publishers’ queries on onboarding, compliance, and finance processes through internal collaboration with subject matter experts
• Work with commercial, compliance, and other internal teams to support onboarding and support deliverables
• Create and maintain reports, documentation, trackers, and records
• Ensure appropriate handoff and follow-through for issues requiring action from other teams
• Provide timely stakeholder updates on requests, queries, and issues
• Identify recurring issues and opportunities to improve reporting accuracy, process efficiency, and turnaround time
• Support implementation and maintenance of new onboarding and support processes and controls

Business Support Specialist – 6 Months Contract

• Work as part of the Operational management team and serve as a key point of contact for day-to-day operations
• Foster accountability, collaboration, and continuous learning within the team
• Acquire and transfer knowledge of tools and workflow processes
• Brief team members on issues, product information, and releases within agreed timescales
• Assist in developing and streamlining procedures and implement process or system changes to improve efficiency
• Coach, motivate, reward, counsel, and support performance through 1:1s, team meetings, and feedback
• Monitor compliance guidelines, maintain service management, identify gaps in knowledge articles, and address those gaps
• Establish and analyze performance trends to drive improvement
• Monitor service-level targets and manage impacts when making team decisions
• Authorize training requests, team briefings, and other absences
• Drive escalation processes, identify operational or service-delivery issues, and propose resolutions
• Facilitate personal and professional development through constructive feedback
• Resolve complex problems, questions, or complaints and direct unique problems appropriately
• Provide high-level customer service and/or technical support

Customer Support Team Manager

• Enter and confirm purchase orders using Copeland system prices
• Monitor order and shipment status
• Coordinate with customers and forwarders on logistics to ensure timely shipments
• Follow up on accounts receivable and ensure timely payments
• Manage product lead times
• Expedite orders, correct invoices, and manage return goods authorization/direction
• Coordinate special build and drop-off orders
• Maintain office supplies and stationery, send and receive parcels, and print business cards
• Coordinate office maintenance with property management
• Coordinate hotel and car bookings for Copeland employees
• Lead and manage customer service operations in SEA to achieve service, quality, and productivity targets
• Establish and maintain customer service standards and processes
• Drive continuous improvement initiatives to enhance customer satisfaction and operational performance
• Monitor customer satisfaction metrics, complaints, and response times
• Coach, develop, and motivate customer service teams
• Manage escalations and resolve customer issues
• Collaborate with sales, operations, supply chain, and finance teams
• Ensure compliance with company policies, procedures, and regional regulatory requirements
• Perform annual performance reviews for the team
• Support Copeland exhibitions, seminars, and training in local countries
• Act as a backup for team members when necessary

Customer Service Manager

• Follow necessary Customer Support protocols
• Interact with customers professionally and enthusiastically via verbal and written communication
• Answer support calls promptly, document interactions, and transfer calls with urgency
• Accurately document client interactions
• Organize caseloads, troubleshoot assigned queues, and identify cases requiring escalation
• Resolve open tickets and communicate resolutions to confirm client satisfaction
• Use internal support applications to communicate with internal teams and customers
• Support the field implementation team in completing installations
• Coordinate and execute shipment of parts and supplies to customers
• Accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities
• Obtain necessary information, attempt to resolve incidents, or escalate when necessary
• Delegate pending callbacks to appropriate Customer Support Specialist tiers
• Document client names, concerns or complaints, facilities, and phone numbers before escalation

Customer Support Specialist

• Respond to customer inquiries
• Expedite critical orders
• Communicate dispositions
• Research and resolve issues
• Research orders
• Prepare quotes, track orders, process backlogs, handle invoicing and returns, resolve discrepancies and customer credit problems, and support sales team members and external customers
• Identify, investigate, and participate in opportunities to improve processes and procedures and key performance metrics
• Maintain good customer relations and resolve customer claims and complaints fairly, effectively, and in accordance with consumer laws
• Maintain and update electronic and hard copy records
• Perform other duties as assigned

Customer Service Executive

• Handle English- and Mandarin-speaking customer inquiries, calls, messages, and CRM records
• Prepare and review estimates, product details, pricing, and glass/order information
• Send invoices and collect deposits
• Follow up with customers
• Coordinate approvals
• Support scheduling

Customer Support jobs in Malaysia