Senior Customer Care Executive

CaterSpot Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Senior Customer Care Executive

CaterSpot is the most trusted provider of corporate food solutions in Singapore, serving over 6000 organizations with more than 500 catering and pantry suppliers. Our mission is to make food ordering and management hassle‑free for businesses of all sizes. CaterSpot's Corporate Platform centralizes all food‑related needs in one place, from daily employee meal plans to pantry management and consolidated invoicing. Our team is dedicated to providing exceptional service and value, which is why thousands of companies use our services regularly. Visit CaterSpot.sg to learn more about how we can simplify corporate catering and pantry management for you.

Role Description

As a Senior Customer Care Executive, you will serve as a key customer experience representative, supporting our clients across call, chat, email, and WhatsApp. You will play an important role in maintaining service excellence, resolving escalated and complex cases, and collaborating closely with internal and external partners—including vendors, logistics, account management, and finance teams.

This role requires strong communication skills, sound judgment in managing sensitive customer situations, and the ability to guide resolutions with speed and empathy. You will also support the Customer Care Manager with reporting and operational improvements.

Key Responsibilities

• Be the primary point of contact for customers across chat, email, WhatsApp, and phone.
• Coordinate between restaurants / caterers, customers, and internal stakeholders to ensure smooth resolution and excellent service.
• Proactively support customers with their orders to deliver a world‑class customer experience.
• Handle complex and sensitive cases such as food safety incidents, payment disputes and discrepancies, and service recovery situations.
• Investigate and resolve vendor statement discrepancies to ensure accurate and timely reconciliation.
• Assist with refund‑related matters in coordination with Finance and relevant teams.
• Troubleshoot invoice and billing issues for corporate clients and internal stakeholders.
• Collaborate with the Live Operations (Logistics) team for real‑time delivery communications.
• Liaise with vendors regarding order confirmations, unavailable items, and rejected orders.
• Support the Customer Care Manager with reporting, insights, and process improvements.
• Mentor junior team members and support team‑wide best practices.

Qualifications

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Industries

Technology, Information and Internet

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