Senior Customer Service Executive

Overview

Sunrise Group is one of the largest wholesalers and distributors of branded sports goods in Asia representing internationally renowned brands i.e. Yonex and Mikasa. Sunrise has presence in 15 countries of South East Asia, South Asia and East Asia, through its associate companies and distributorships.

With its mission statement “to be the No. 1 sports good and lifestyle company in Asia, providing a healthy lifestyle”, Sunrise is dedicated to the sale of high-quality, authentic sports equipment, and also to the development and promotion of an active sports lifestyle. Along with Yonex, Sunrise sponsors many international tournaments throughout the year and many impressive athletes on their quest to victory.

Role

Role Overview

We are looking for a Senior Customer Service Executive to join our regional team based in Malaysia. Reporting to the Head of E-Commerce, you will lead day-to-day customer support operations across multiple Southeast Asian markets (MY, SG, ID, HK, VN). This role supports a high-growth regional e-commerce business across Southeast Asia, with direct exposure to operations, marketing, and leadership teams.

Role purpose :

To handle escalated customer issues, maintain high customer satisfaction, support junior CS team, and define standards / process improvements across markets (MY, SG, ID, HK, VN). You will be expected to uphold CS performance standards across markets, using tools and data to improve customer satisfaction and efficiency.

Responsibilities

• Manage high-complexity or escalated support tickets (returns, refunds, shipments, cross-border issues)
• Monitor KPIs : response time, resolution time, CSAT / NPS
• Ensure KPIs are met including first response time, resolution time, CSAT / NPS targets, and escalation rate
• Provide coaching / training to junior CS executive(s)
• Develop and maintain knowledge base / support workflows
• Liaise with operations, logistics, and marketplace partners to resolve root causes of recurring issues
• Help localize support (language, cultural nuance) for different markets

Ideal Profile

Skills & experience :

Reports to : Head of E-Commerce

What\'s on Offer?

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