CUSTOMER SERVICE

Hirix (Hunt & Gather Sdn Bhd) is looking for a Customer Service Representative to be the frontline voice of our brand, delivering prompt and professional support across multiple channels. In this role, you will resolve customer inquiries, build lasting relationships, and feed actionable insights back to internal teams to continuously improve the customer experience. You will play a direct role in driving customer satisfaction and retention in a fast-paced, collaborative environment.

What you'll do

• Handle inbound customer inquiries via phone, email, and live chat, ensuring timely and accurate resolution in line with service-level agreements
• Identify, investigate, and resolve customer complaints with empathy and professionalism, escalating complex cases to the appropriate team when necessary
• Maintain detailed and accurate records of customer interactions, transactions, and resolutions in the CRM system
• Proactively follow up with customers to confirm issue resolution and gather satisfaction feedback
• Collaborate with sales, operations, and logistics teams to resolve order, delivery, or product-related issues end-to-end
• Identify recurring pain points and surface trends to the team lead to support process improvement initiatives
• Assist in onboarding new customers by providing clear product or service information and guiding them through initial setup or queries

What we're looking for

• Minimum 1 year of experience in a customer service, call centre, or client support role
• Strong written and verbal communication skills in English and Bahasa Malaysia; Mandarin proficiency is an advantage
• Demonstrated ability to stay composed, empathetic, and solution-focused when handling difficult or escalated customers
• Solid time management and multitasking skills with the ability to manage a high volume of inquiries without compromising quality
• Keen attention to detail when logging case notes, processing requests, and following up on open tickets
• Willingness to work rotational shifts, weekends, or public holidays as business needs require

What you get

• Structured onboarding and ongoing product training to set you up for success
• Annual leave, medical leave, and public holidays in accordance with Malaysian Employment Act
• Medical and hospitalization coverage
• Clear performance review cycle with opportunities for career progression
• Collaborative and inclusive team culture with regular team activities