Customer Support Executive (Frontline / Level 1 Support)

Job Purpose

The Customer Support Executive (Frontline Support) serves as the first point of contact for customers. This role focuses on understanding customer issues, providing basic guidance, accurately recording cases, and escalating matters to the appropriate internal teams for resolution.

Key Responsibilities

Customer Interaction & First Contact Support

• Answer customer enquiries via phone, email, WhatsApp, or ticketing system
• Listen carefully to customer issues and ask the right questions to understand the problem
• Provide basic guidance on system usage based on prepared scripts, FAQs, or user guides
• Reassure customers and manage expectations professionally

Issue Logging & Escalation

• Accurately record customer issues in the support system with clear descriptions
• Capture key details such as screenshots, error messages, steps taken, and urgency level
• Classify issues correctly (usage question, system issue, urgent, non-urgent, etc.)
• Escalate cases to senior support, implementation, or technical teams when required
• Track escalated cases and follow up until resolution

Case Follow-Up & Coordination

• Update customers on case progress and expected timelines
• Coordinate between customers and internal teams to ensure smooth communication
• Ensure all cases are properly updated and closed in the system

Documentation & Process Support

• Follow standard operating procedures (SOPs) for handling customer issues
• Maintain clear and organised records of customer interactions
• Contribute to FAQs or knowledge base by flagging recurring customer questions

Customer Experience & Professional Conduct

• Handle customer complaints calmly and professionally
• Maintain a polite, patient, and helpful attitude at all times
• Represent the company positively in every customer interaction

Job Requirements

Education & Background

• SPM / Diploma / any field of study (IT background not required)
• Fresh graduates and career switchers are welcome
• Prior experience in customer service, call centre, admin, or support roles is an advantage

Skills & Competencies

• Good communication skills in English (additional languages are an advantage)
• Able to explain information clearly in simple terms
• Comfortable using computers, basic software, and online systems
• Good listening, note-taking, and organisational skills
• Willing to learn basic software concepts and support procedures

Personal Attributes

• Patient, polite, and customer-focused
• Responsible and detail-oriented
• Able to follow instructions and escalation guidelines
• Works well in a team environment
• Able to handle repetitive tasks and follow up consistently

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