About the Role
We are looking for a Customer Service Executive to support customer service operations across Southeast Asia (SEA). This role will be responsible for ensuring high service standards, delivering an excellent customer experience, and supporting continuous improvements across customer service processes and operations. The successful candidate will work closely with regional and cross-functional stakeholders to resolve customer issues, analyse service performance, and contribute to a strong customer-centric culture across markets.
Responsibilities
- Support customer service operations across SEA, ensuring consistent service standards and an excellent customer experience across all markets.
- Analyse customer feedback, complaint trends, and operational data to identify improvement opportunities.
- Support the development, review, and maintenance of customer service policies, SOPs, and knowledge resources to drive operational consistency.
- Assist with the implementation of new customer service systems, tools, and process improvement initiatives to enhance service delivery and operational efficiency.
- Handle customer complaints and escalations, ensuring timely investigation, follow-up, and resolution.
- Collaborate with cross-functional teams to identify root causes and support the implementation of preventive measures.
- Work closely with customer service teams across the region to support service quality, performance, and operational effectiveness.
- Support performance monitoring and identify training and development needs to improve customer service capabilities.
- Promote a customer-centric culture focused on continuous improvement and service excellence.
- Partner with Retail Operations, Central Operations, Supply Chain, Marketing, and other internal stakeholders to improve the end-to-end customer journey.
- Prepare regular reports on customer service performance, customer insights, complaint trends, and key improvement initiatives for management review.
- Support regional customer service projects and other initiatives as assigned by management.
Requirements
- Bachelor's Degree in Business, Customer Service, Operations, or a related field.
- Minimum 2–4 years of customer service experience, preferably in a fast-paced or multi-market environment.
- Experience working with regional or multi-country customer service operations is preferred.
- Strong communication, problem-solving, analytical, and stakeholder management skills.
- Customer-focused mindset with a strong commitment to service excellence.
- Good organisational skills and the ability to manage multiple priorities effectively.
- Proficient in CRM systems and Microsoft Office applications.
- Ability to work collaboratively with cross-functional and regional teams.
What We Offer
This is an excellent opportunity to join a regional customer service function and gain exposure to customer service operations across multiple SEA markets. You will work closely with diverse teams and functions, contribute to process improvements, and play an important role in delivering a seamless and customer-centric experience.
We are looking for someone who is proactive, customer-focused, detail-oriented, and passionate about continuous improvement. If you are ready to grow your career in a regional customer service environment and make a meaningful impact on the customer experience, we would love to hear from you.
