CSS Executive / Customer Service Support Executive
Mister Mobile
Since 2010, Mister Mobile has established itself as one of Singapore’s most trusted mobile service providers. We specialize in device sales, trade-ins, expert repairs, and after-sales support, driven by a commitment to transparency and professional service. As our digital footprint expands, we are looking for dedicated professionals to join our Customer Service Support (CSS) team. We offer a stable, long-term career path within a reputable brand, supported by a culture of efficiency and excellence.
Job Description
- **Location**: Fully Remote (Candidates must be based in Malaysia)
- **Company Overview**:
- Since 2010, Mister Mobile has established itself as one of Singapore’s most trusted mobile service providers. We specialize in device sales, trade-ins, expert repairs, and after-sales support, driven by a commitment to transparency and professional service.
- As our digital footprint expands, we are looking for dedicated professionals to join our Customer Service Support (CSS) team. We offer a stable, long-term career path within a reputable brand, supported by a culture of efficiency and excellence.
- **Role Overview**:
- As a CSS Executive, you will be the first point of contact for our customers, shaping their experience before they ever step into our physical stores. This is a high-intensity, remote role designed for proactive communicators who thrive in fast-paced environments and take pride in resolving complex technical and service enquiries with precision.
- **Key Responsibilities**:
- **Drive High-Volume Customer Engagement**: Manage a high volume of concurrent interactions (approximately 100–120 WhatsApp chats and 30 emails per shift), ensuring every customer receives timely, accurate, and professional advice.
- **Expert Product & Service Advisory**: Act as a subject matter expert on device purchases, trade-in valuations, and repair pricing. Guide customers through their options and coordinate reservations to ensure a seamless store visit.
- **Technical Coordination & Internal Syncing**: Work closely with technicians and retail teams to verify stock, track repair statuses, and provide customers with realistic timelines and expectations. Proficiency in Chinese is required to effectively coordinate with our internal technical and retail staff.
- **Service Recovery & Complaint Management**: Handle challenging customer scenarios with composure and empathy, following established SOPs to turn negative experiences into positive outcomes.
- **Accurate Documentation**: Maintain meticulous records of customer cases and follow-ups to ensure no detail is lost between the digital support team and our retail operations.
- **Requirements**:
- **Minimum/Core Requirements**:
- **Bilingual Proficiency**: Full professional proficiency in English is required for customer-facing communication; proficiency in Chinese is required for effective internal coordination and syncing with technical teams.
- **High-Volume CS Experience**: Demonstrated experience (ideally 1–3 years) in a high-volume live chat or call center environment, with the ability to manage multiple concurrent conversations efficiently.
- **Operational Flexibility**: Commitment to a 6-day work week with rotating shifts scheduled between 7 AM and 11 PM, including weekends and public holidays.
- **Communication Skills**: Exceptional written communication skills with the ability to convey technical information clearly and maintain a professional tone under pressure.
- **Technical Aptitude**: Comfortable using WhatsApp Business, Gmail, and spreadsheets as primary tools for workflow management.
- **Preferred/Bonus Requirements**:
- Prior experience in the mobile electronics, telecommunications, or repair services industry.
- Familiarity with e-commerce marketplaces (e.g., Shopee, Lazada).
- **Why you should be interested**:
- **100% Remote Flexibility**: Enjoy the convenience of working from home while supporting a leading Singaporean tech brand.
- **Transparent & Performance-Linked Pay**: In addition to a competitive base salary (RM 2,600), we offer a structured attendance bonus (RM 300) and a KPI-driven bonus (up to RM 600) that rewards your efficiency, response times, and service quality.
- **Stable Growth**: Join a well-established company with a clear path for career progression into senior leadership or specialized operations roles.
- **Impactful Work**: Your role is critical to protecting our brand trust—you are the architect of the customer’s first impression.
- Ready to join a fast-growing team? We look forward to seeing your application.
Updated at 2026-04-27T22:26:30.985+08:00