Job Description

Overview

Telum Media is a tech company, founded in 2013, that creates connections between the communications and media industries across the Asia-Pacific region, Australia, New Zealand, and the Middle East. We work with our friends in journalism and public relations every day to update our comprehensive, MEA and APAC-wide information platform, publish breaking industry news, and host tailored regional networking and educational events.

Job Purpose:

Are you a people person who thrives on making new connections? Are you looking to join a dynamic team that works at the intersection of the media and PR industries? Join Telum Media and take your career to the next level.

We are seeking a motivated and enthusiastic

Executive, Customer Support

to join our

Customer Support Team

in

Kuala Lumpur

. This role is ideal for those with one to two years of customer support experience looking to gain more exposure. The ideal candidate will have a strong interest in customer service, excellent communication skills, and the ability to manage customer interactions across multiple time zones. This role specifically covers

Middle East

, ensuring seamless support for our customers in the Middle East region.

Key Duties & Accountabilities:

Team Support: Working as part of a team of customer support representatives to ensure consistent delivery of high-quality service, directly reporting to the Manager, Customer Support*

Customer Support Coverage: Provide support for Middle East clients from 1:00 PM to 10:00 PM Malaysia time (9:00 AM to 6:00 PM Dubai time), ensuring uninterrupted service.*

Customer Engagement: Handle inquiries via email and chat, resolve issues efficiently, and maintain a professional and customer-centric approach.*

Escalation: Collaborate with the team to escalate and manage complex customer issues, ensuring timely and effective resolutions in alignment with company guidelines.*

Data Analysis: Analyzing customer activity data to identify trends, insights, and opportunities for the Client Management Team to engage to help drive client retention.*

Collaboration with Client Manager: Support the Middle East Client Manager by managing customer requests*

Communication: Foster clear communication within the team and with other departments, sharing relevant information and insights to improve overall customer satisfaction.*

Technology Utilization: Learn and utilize Telum Media's platform as well as the other customer support tools and systems to help drive customer insights.*

Training & Documentation: Update internal support guides and contribute to training materials to enhance the knowledge base for both customers and internal teams.*

Knowledge, Skills & Experience:

Bachelor's degree or equivalent experience in a related field. Minimum 3 years of customer support experience, preferably in a SaaS or technology-driven environment. Strong written and verbal communication skills in English. Experience with customer support tools such as Intercom, Freshdesk, or similar platforms. Problem-solving mindset with a customer-first approach. Ability to work independently and efficiently in a remote support environment. Strong attention to detail and accuracy in all communications and tasks. Willingness to adapt to different time zones and work schedules as need.
Job Types: Full-time, Permanent

Experience:

Customer support: 3 years (Required) Customer engagement: 3 years (Required) * Data analysis skills: 3 years (Required)