Job Description

We are seeking a motivated and enthusiastic

Executive, Customer Support

to join our

Customer Support Team

in

Kuala Lumpur

.





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.



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.



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.

What You Will Do

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 Australia, New Zealand, Southeast Asia East Asia and Middle East clients from 9:00am - 6:00pm Malaysia, ensuring uninterrupted service
+ Occasionally, support may be required between 6:00am - 3:00pm and 1:00pm - 10:00pm, with adjusted work hours to accommodate time zone needs

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

+ Analysing customer activity data to identify trends, insights, and opportunities for the Client Management Team to engage to help drive client retention

Collaboration with other departments

+ Support both the Client Management and Media teams by managing customer and journalist requests, ensuring timely and accurate handling of queries

Communication

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

Technology Utilisation

+ Learn and utilise 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

What We're Looking For

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

What We Offer

A comprehensive training and development programme to support your career progression A hybrid working environment Annual leave: 15 days Company social events Our office is 5 minutes walking distance from MRT TTDI station

Telum Media is committed to inclusion and diversity, and we encourage all qualified individuals to apply for this position. If you are passionate about developing a career at the heart of the media and communications industries, we look forward to hearing from you.