Senior Customer Service Executive

The Role:

Role Overview

We are looking for a Senior Customer Service Executive to join our regional team based in Malaysia. Reporting to the Head of E-Commerce, you will lead day-to-day customer support operations across multiple Southeast Asian markets (MY, SG, ID, HK, VN). This role supports a high-growth regional e-commerce business across Southeast Asia, with direct exposure to operations, marketing, and leadership teams.

Role purpose:

To handle escalated customer issues, maintain high customer satisfaction, support junior CS team, and define standards/process improvements across markets (MY, SG, ID, HK, VN). You will be expected to uphold CS performance standards across markets, using tools and data to improve customer satisfaction and efficiency.

Key responsibilities:

- Manage high-complexity or escalated support tickets (returns, refunds, shipments, cross-border issues)

- Monitor K...