NSTY logoNSTYcareers← All roles

Customer Service Executive

Sales· Petaling Jaya· Contract· 2800 - 4000
Customer ServiceExecutive

Performance version. Evryday and the brands that follow it. This seat is measured on what it resolves, what it retains, and what it stops from happening again.

  • SCOPE : Evryday + new brands
  • LOCATION : On-site, Kuala Lumpur
  • LEVEL: Executive

Role design principle

A Customer Service Executive on a performance framework is not a reply machine. The role carries two jobs of equal weight: resolve today's contacts properly, and remove tomorrow's contacts by fixing what caused them. Someone who only does the first will be busy forever.

Primary KPI principle. Response time and CSAT are the easiest metrics in the business to game — close early, refund freely, survey selectively. So they are never read alone. This framework pairs them with revenue retained and contacts per 100 orders, which move the wrong way the moment someone games the first two.

Why Evryday specifically. Evryday is early. There is no finished playbook, no macro library, no FAQ covering the real questions. The first person in this seat writes them. That's why 20% of the score sits on removing causes and 15% on the documentation the next hire inherits.

The three jobs

JOB 01 - Resolve

  • Answer fast, resolve properly, close the loop with the customer's confirmation. Measured on SLA attainment, resolution and CSAT.


JOB 02 - Protect revenue

  • Turn cancellations, refund demands and complaints into retained orders and retained customers. Measured on save rate and RM retained.


JOB 03 - Remove causes

  • Log what keeps generating volume and drive the fix with the owning team. Measured on contacts per 100 orders and fixes shipped.

What you own 

YOURS

  • Every inbound contact on your brands and channels, from first response to confirmed closure.
  • The service level — what a customer waits on each channel, in operating hours.
  • The case record — accurate, tagged, searchable in the CRM or helpdesk.
  • The contact-driver log — what's generating volume, ranked, with a named owner per fix.
  • Platform health — chat response rate, seller rating, review responses.
  • Public recovery — reviews, comments and DMs answered, not hidden.
  • The playbook — macros, FAQ and launch playbooks, built from zero for each new brand.
  • The weekly service report and the recommendations in it.
Key responsibilities

Front-line response
All inbound contacts across phone, email, WhatsApp, social DMs and comments, and marketplace chat. Meet the first-response standard per channel and protect marketplace response-rate metrics, which carry platform penalties when missed. Work by priority, not by whichever message arrived last. Keep tone correct per brand.

Ownership to closure
Own each case until it's genuinely resolved, including chasing internal teams for answers the customer is waiting on. Give a next step and a timeline every time, and honour it. Confirm resolution with the customer before closing. No case older than [48] hours without a documented reason at week close.

Revenue protection
Spot at-risk contacts early — cancellations, refund demands, "not what I expected", review threats. Work the options before conceding: explain, correct the expectation, exchange, replace, offer the right alternative, apply approved goodwill. Log every at-risk case and its RM outcome. Know where the line is: don't save an order that should be refunded.

Platform & rating health
Maintain seller ratings, chat response rate and shop health on assigned brands. Respond to 100% of negative reviews within [24] hours — acknowledge, take it offline, resolve, follow up. Flag product and listing issues showing up in review language, and escalate penalties or listing suspensions immediately.

Root-cause feedback loop
Tag every contact to a driver and rank drivers weekly by volume and revenue impact. Bring the top drivers to the operations review with a specific recommendation and a proposed owner — not "customers keep complaining about delivery" but "34 contacts from orders dispatched more than 48 hours after payment, all from one location". Track whether the fix shipped and whether volume actually fell.

Documentation & playbook
Keep records accurate and correctly tagged — untagged cases destroy the driver data this whole framework rests on. Maintain macros and FAQ for the top drivers in both languages. For each new brand, deliver a launch service playbook before go-live: channels, tone, expected questions, policy positions, escalation contacts.

Escalation & crisis
Recognise what isn't routine: product safety, allergic reaction, injury, legal threat, regulatory question, viral complaint, mass delivery failure. Escalate immediately to the named owner with everything documented, and don't improvise. Use approved holding lines so silence doesn't become the story.

Candidate requirements

  • 2+ years in customer-facing roles in retail, F&B, FMCG or e-commerce.
  • Proven handling of written channels at volume — chat, DMs, marketplace — not phone only.
  • Excellent written and spoken Bahasa Malaysia and English.
  • Comfortable with CRM or helpdesk tools, spreadsheets and marketplace seller centres.
  • Composure under pressure and in public threads.
  • Accurate: correct order numbers, correct amounts, correct promises.
  • Willing to log and report their own numbers honestly, including misses.
  • Comfortable working without a finished playbook and building one as they go.

Added advantage

  • Shopee, Lazada or TikTok Shop seller centre experience, including shop health and penalties.
  • Multi-brand or shared-service environment.
  • Experience reducing contact volume, not just handling it.
  • Additional languages, particularly Mandarin or Cantonese.
  • Exposure to complaint escalation, product safety or regulated categories.

Evidence to request during hiring

  • What channels did you handle, and what was your daily contact volume?
  • What was your response and resolution standard, and how often did you meet it?
  • How was your performance measured, and what were your actual numbers?
  • Tell me about a customer who wanted a refund and didn't get one, and left happy anyway.
  • Tell me about a complaint you could not save. What went wrong?
  • What was the single biggest reason customers contacted you, and what did you do about the reason itself?
  • Give an example of a change your team made because of something you reported.
  • What did you escalate, to whom, and what did you handle yourself?


Apply for this role

Fields marked * are required.

Your CV is read automatically to fill in the fields below, so you don't have to type them twice. Please check anything it fills in — you can change every field.

Optional — a link to your work, profile, or personal site.

A few questions for this role