Customer Support Representative (Malaysia)

About Peeba

Peeba is a B2B wholesale marketplace designed to help independent retail stores across Asia thrive. Since launch, we have helped thousands of independent retailers across 13 markets in Asia by connecting them with over 2,000 unique brands from around the world. Our business is growing fast, with significant traction, and we are backed by Y-Combinator, Headline Ventures, Rebel Fund, Nordstar Ventures, and more.

Discover an exciting career opportunity at a rapidly growing rocket ship startup that will give you the environment and the freedom to excel. Join us on our mission to become the intelligent operating system that powers the future of commerce, and transform the way local retailers buy for their stores.

Job Description:

Peeba is seeking a motivated and customer-oriented individual to join our team as a Customer Support Representative. As a Customer Support Representative, you will play a crucial role in delivering excellent customer service, handling inquiries, resolving issues, and building strong customer relationships. Fluency in Chinese is a requirement for this role.

Responsibilities:

• Provide exceptional customer support by promptly responding to customer inquiries and addressing their concerns via various communication channels (phone, email, chat).
• Effectively communicate product information, features, and benefits to customers, ensuring a thorough understanding.
• Build and maintain positive relationships with customers through proactive communication, empathy, and professional assistance.
• Conduct outbound calls to customers for order updates, feedback, and relationship-building.
• Collaborate with cross-functional teams to resolve customer issues, escalating when necessary, and ensuring timely resolution.
• Assist customers in troubleshooting technical issues, providing step-by-step guidance, and escalating complex problems to the appropriate teams.
• Maintain accurate and detailed customer records in the CRM system.
• Stay updated with product knowledge, company policies, and industry trends to provide accurate information and assistance to customers.

Requirements:

• Fluent in Chinese and English (both written and verbal) is essential.
• Minimum of 2 years of experience in customer support or a similar customer-facing role.
• Proven experience in building relationships with customers over the phone.
• Strong problem-solving skills and ability to handle customer inquiries and issues with professionalism and empathy.
• Ability to work independently and efficiently in a remote work environment.
• Willingness to work from the office in Kuala Lumpur once we set one up, with the flexibility to work from home or a co-working space in the interim.
• If you are a customer-focused individual with a passion for providing exceptional support, we invite you to join our dynamic team. Help us make a positive impact on small businesses and contribute to the success of Peeba's customers.